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As our Customer base continues to grow, so do does our Support  team. If you are looking for a challenging but exciting role, working with a great team, great benefits and optimum office location, then apply for a role on our operations team.

 

Job Description – Customer Support Representative

Reports to – Operations Manager

Location – Adelphi Plaza, 2nd Floor, Georges Street Upper, Dun Laoghaire, Co. Dublin

Experience

  • Previous experience within a call centre / customer service environment including inbound and outbound calls.
  • Preferably within the financial services or payment processing industries would be an advantage.
  • Any technical troubleshooting or support background also an advantage
  • Performance driven, and able to work under pressure and to tight deadlines.
  • Ability to work on own initiative, and to be a team player.
  • Communication skills – excellent verbal communication skills.
  • Professional attitude and demeanor
  • Ability to work a flexible schedule (which will include shift hours with some weekend work).

Roles/Responsibilities:

  • Handling inbound customer calls and queries through to resolution with focus on first-time resolve
  • Basic technical troubleshooting over the phone on a range of different POS terminal products.
  • Taking ownership of calls and ensuring all steps are carried out to support a resolution with customer.
  • Escalate calls upwards efficiently to next level for fast resolution and maintaining customer satisfaction.
  • Deal efficiently & effectively to all customer queries whilst maintaining excellent customer service through every call.
  • Calls will be monitored and feedback will be given to support continuous improvement with call handling.
  • Responsible to effect all recommendations with always a focus on continuous improvements.
  • Taking appropriate responsibility to process confidential information in a secure manner
  • Depending on experience in role, more duties may be added to help streamline process and enhance customer satisfaction.
  • Keeping customer informed (KCI) – in accordance with set KPI’s while customer queries/escalations are being resolved.

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