Customer Service Agent - Initial Remote Work

CPL

Limerick

Exciting opportunity to join a large telecommunications company on an initial remote working contract. About the Role: The successful candidate will be responsible for providing customers with excellent customer service through first line support for one of Irelands leading TV, mobile and broadband providers. In this exciting work from home role, the successful candidate will have the ability to resolve a variety of calls including but not limited to after sales, accounts/ billing queries, upgrades and general queries. Specific Tasks/ Duties: Channel: Hybrid (Voice & Messaging) but will begin in the Voice Channel. This means they will be both speaking with Customers over the phone and via messaging. Provides fast and reliable answer rates for our customers. Maximise first contact fix on each customer interaction. Support business growth by generating sales leads. Responsible for identifying process gaps and initiating a change to the benefit of both the customer & company. Proactively updates customers where required. Working with the Real Time team and Business Change to highlight potential events/issues within the day. Provides customer focus through customer service expertise to other groups to assist in the resolution of queries/complaints. Continuously updates skills & knowledge by completing classroom training & E-Learning courses as required. Participates in relevant programs to identify call drivers/trends to reduce un-necessary calls. The Person. Exemplary performance record required. Call centre experience is an advantage. Professional demeanour with excellent verbal & written communication skills. Evidence of customer focus, ownership and commercial understanding. Can demonstrate problem solving and analytical skills. Sales experience is advantageous. Good typing skills and working knowledge of Microsoft office programs. Must have a reasonable level of Computer Literacy. Previous Experience using CRM or Billing systems an advantage. Can work independently along with a strong focus on team result. Flexible in relation to duties and rosters. Requirements to work from home: Must have minimum 5mb Broadband in their home. Tethering from Mobile will not meet requirement. Must be within an easy commute to Limerick Office (30mins to 1hr. Previous experience using Microsoft Office and Billing systems. Good working knowledge of basic laptop/desktop setup. (WFH requires the user to be comfortable working with IT remotely to resolve issues affecting their equipment. Training and equipment is provided. 37.5 hour working week. Initial remote working. Part - Time. For part time, you must be available to complete a six week Monday to Friday training period of 37.5 hours per week. After the successful completion of this training period, you will then work 20 hours per week.   For more information please contact Suzanne Murphy via  suzanne.murphy@cpl.ie  or 087 339 1285.

1001 days ago