Job Title: Group Customer Care Agent
Location: Dublin, Ireland (Hybrid Working)
Contract: Part Time (Weekend Work) & Fixed Term Contract (12 Months)
About us: The Irish Times has delivered top quality news, opinion and analysis since it was first published in 1859. As media technologies evolve, so do our methods of storytelling and delivery. The Irish Times continues the transition from print to multiplatform publication, while upholding the journalistic principles that earned it the reputation as Ireland's paper of reference.
In recent years, the Irish Times Group expanded its interests to include The Irish Examiner and The Echo, Regional newspapers and in addition to the Citywest print facility, the property website MyHome.ie, recruitment website RecruitIreland.com, news website BreakingNews.ie, ScoreBeo & RIP.ie.
The Role.
We are seeking a Group Customer Care Agent to join our newly established centralised customer care team on a part time basis. This role will support both new and existing digital subscribers and home delivery customers across all Irish Times Group brands.
The successful candidate will manage customer queries across multiple channels and take a proactive approach to delivering an excellent subscriber experience. They will be responsible for ensuring that every customer interaction reflects our Group values and service standards.
This role is suited to someone who is passionate about customer care, resilient in a fast-paced environment, and committed to delivering exceptional service. Weekend work is required for this role.
Key Responsibilities.
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Engage with customers across email, phone, social media, and live chat.
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Identify and understand customer needs to ensure satisfaction and long-term loyalty.
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Meet or exceed individual and team performance targets.
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Build positive, lasting relationships with customers, ensuring they feel supported and valued.
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Handle customer complaints with empathy, patience, and a focus on first-contact resolution.
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Maintain accurate customer records by updating and managing account information within our CRM and subscription platforms.
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Contribute to a proactive customer service model supporting all brands across the Irish Times Group.
Skills and Experience.
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Minimum 1 year of experience in a customer service role.
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Experience working in a customer-facing environment, preferably in a contact centre or subscription-based business.
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Strong communication skills with the ability to engage customers clearly and professionally.
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Strong organisational and problem-solving abilities.
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Good working knowledge of CRM systems and digital tools.
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Proficiency in Microsoft Office.
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Demonstrates a strong appreciation of The Irish Times Group brands and products.
Benefits: Health Insurance, Pension Contribution, Sick Leave Cover, Laptop, Irish Times Premium Digital Subscription, Income Protection Policy, Corporate Gym Membership, Free Digital GP and Life Assurance Policy.
