Job Title:
Customer Care Agent – Part-Time Dundalk
Who are we at Digiweb
Digiweb is one of Ireland’s largest Independent Telecommunication companies providing nationwide broadband access and telephone services to residential and small business customers.
At Digiweb we are passionate about our people that we consider family – we deeply value creating a network of capabilities - we love being an empowering organisation.
We have huge career opportunities – our purpose is to recruit the best talent for our company and in turn provide the best career opportunities to the brightest people. You could start working for us in the position we hire you in, and where you end up in our organisation as we develop your career is your choice.
What will you be doing and who will you be working with?
We are now looking to recruit a Customer Care Agent for our Customer Service desk - an exciting opportunity to join our dynamic team. The successful candidate will be based at our Dundalk office.
As a Customer Care Agent you will be tasked with providing high quality and consistent levels of support to our customers.
Job Purpose and primary duties:
- To handle telephone enquiries in a professional and courteous manner.
- Read, understand and address customer enquiries in a timely fashion.
- Achieve call targets and increasing the effectiveness of all customer contact.
- Thoroughly document queries, investigations and actions via the company record keeping facility.
- Maximize retention opportunities by responding to inbound disconnect / downgrade calls in a continuous effort to retain customers.
- Escalate issues to administrators and managers as appropriate.
- Maintaining a strong customer focused culture within the contact centre, continuously monitoring and recording call statistics and call drivers in order to influence and increase customer satisfaction and service excellence.
- Follow company-wide procedures to improve all customer contact and experiences.
- Innovatively implement such strategies and procedures as to ensure service excellence across all contact centre interactions.
- Ensure that contact centre practices and targets are streamlined with overall company objectives.
- Accurate and relevant reporting to Team Leader.
- Identify trends or suggest modifications to existing practices that could reduce the risk of customer cancellation.
- Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs.
Skills / Experience Required:
- Fluency in English.
- Analytical and problem solving skills.
- A confident professional telephone manner.
- Excellent interpersonal and communication skills (both written and verbal).
- Strong investigative, analytical skills and problem resolution skills.
- A commitment to the delivery of quality customer service.
- Ability to work independently within a team environment.
- Computer literate and good typing skills.
- Accuracy and attention to detail is essential.
- Minimum of 1-2 years Customer Service experience in a fast paced growing industry.
WHAT’S IN IT FOR YOU?
We offer excellent career prospects in a dynamic business environment. We offer fantastic benefit packages and the chance to work with a leading connectivity and ICT service provider. We focus on looking after our people, so they will maintain the excellent service we offer to our customers.
BENEFITS:
- Competitive salary
- Laptop
- Bonus
- Company Pension matched by the employer
- Healthcare
- EAP programme
- Subsidised Gym Membership
- 24 days Holidays (Pro-rata)
- Flexible / Hybrid working
- Subsidised Broadband
- Free Car Parking when on-site
- Social Club
- Fantastic career progression opportunities
Position: Part-Time (20 hours per week)
Location: Dundalk Office / Working from home
