SWIRL Prepaid was established in 2005 and is the leading provider of Prepaid Mastercard in Ireland with over 21 years track record in payment solutions for consumers and business customers. As a well-established fintech company, we issue Euro and Gift Mastercard products across Ireland and international markets.
Our mission is to make payments simple, secure, and accessible while delivering exceptional customer experiences at every stage of the customer journey.
As a Customer Service Representative, you will provide support and service to our Swirl Card customers, ensuring that their inquiries and issues are resolved in a timely and professional manner. The successful candidate will have strong communication skills, attention to detail, and a willingness to learn and grow within the company.
Role Responsibilities
- Work as part of a busy team to help improve and grow the business.
- Conduct both inbound and outbound Customer Service interactions through phone, web chat and emails to achieve excellent customer care.
- Input data efficiently into Salesforce CRM system.
- Complete daily administrative/ad-hoc tasks within the Customer Service & Sales Team.
- Take ownership of customer issues from the first point of contact to resolution.
- Use initiative to seek solutions and efficient ways to support our customers.
- Actively listen to our customers and anticipate their needs.
- Partake in all Customer Retention/Win Back campaigns as implemented by Management.
Expectations
- The goal and expectation for the representative, is that with training and assistance, each member will gain a high level of autonomy. The team should be capable of functioning independently and making decisions without supervision and direction from Higher Management. The team should be able to take ownership of their work, solve problems on their own, adapt to changing situations. Having a self-sufficient helpdesk team is beneficial for the company as it enables the team to work more efficiently, handle a higher workload, and provide better support to end-users.
- Provide excellent customer service: You are expected to provide timely and efficient support to end-users. They should be polite, professional, and helpful while addressing user's concerns and resolving issues.
- Meet service level agreements: The helpdesk team should meet or exceed the service level agreements (SLAs) defined by Smart Transfer. This may include response time, resolution time, and customer satisfaction target.
- Ensure security & confidentiality & Compliance with regulations: helpdesk team members must ensure the confidentiality, integrity of customer data. They should maintain a thorough understanding of the company's confidentiality & security policies and procedures and ensure that these policies are followed. This will allow the company to adhere to strict AML/Regulatory requirements.
Essential Skills
- Excellent Communication Skills: You will need to have excellent communication skills, both written and verbal, to effectively communicate with customers & colleagues and provide them with the information they need.
- Strong Problem-Solving Skills: The ability to effectively solve customer problems is essential for a customer service representative, as they will need to provide solutions to a range of customer issues.
- Attention to Detail: Accuracy is critical when working with customer accounts, and a keen eye for detail to ensure that all information provided to customers is correct is essential.
- Multitasking Abilities: This role may require the ability to handle multiple tasks simultaneously, such as managing phone calls, emails, and chat conversations, while also accessing customer account information.
- Technical Proficiency: A basic understanding of technology and software systems is important, as a customer service representative will be required to use various computer programs and databases to access customer account information.
Desirable skills
- Previous customer service contact centre experience is an asset.
- Ability to work under pressure in a fast-paced environment.
- Being a team player with the ability to work on your own initiative.
- Ability to prioritize tasks and manage time effectively.
- Critical thinking- Judgement to know when to escalate issues to higher lever support.
Job Type: Full-time
Pay: €28,000.00 per year
Benefits:
- Additional leave
- Company events
- On-site parking
Ability to commute/relocate:
- Naas, County Kildare: reliably commute or plan to relocate before starting work (required)
Education:
- Leaving Certificate (preferred)
Experience:
- Customer service: 1 year (preferred)
Language:
Work authorisation:
Work Location: In person
