Job Summary:
As a Call Centre Agent for a broadband company, you are responsible for delivering excellent customer service by assisting customers with enquiries, resolving technical and billing issues, processing account changes, and promoting broadband products and services. You act as the first point of contact, ensuring customer satisfaction through effective communication and problem-solving.
Key Responsibilities:
- Handle inbound and outbound customer calls professionally and efficiently.
- Assist customers with broadband, phone, and TV service enquiries.
- Troubleshoot basic connectivity and technical issues, escalating complex cases when necessary.
- Process new customer orders, upgrades, cancellations, and account changes.
- Explain products, services, pricing, and promotions to customers.
- Resolve billing enquiries and payment-related issues.
- Maintain accurate customer records using CRM systems.
- Meet individual and team performance targets, including quality, productivity, and customer satisfaction.
- Follow company policies, data protection regulations, and compliance procedures.
- Build positive relationships with customers by providing courteous and empathetic service.
Key Skills:
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Ability to remain calm and professional under pressure.
- Problem-solving and troubleshooting abilities.
- Good computer literacy and experience using CRM systems.
- Ability to multitask and manage time effectively.
- Team player with a positive attitude.
Qualifications:
- High school diploma or equivalent (preferred).
- Previous experience in a call centre or customer service environment is an advantage.
- Experience within the telecommunications or broadband industry is beneficial but not essential.
Achievements (Optional for CV):
- Consistently achieved customer satisfaction and quality assurance targets.
- Resolved customer enquiries efficiently while maintaining high first-call resolution rates.
- Met or exceeded monthly performance and productivity KPIs.
- Assisted customers with technical troubleshooting, reducing the need for engineer call-outs.
Pay: €35,300.00-€68,259.45 per year
Benefits:
- Company pension
- Employee assistance program
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
- Work from home
Work Location: Remote
