Core Responsibilities
Inbound Call & Channel Management:
- Manage a high volume of inbound calls (averaging [X] calls per shift) with professionalism and clarity.
- Respond to email and live chat inquiries within defined Service Level Agreements (SLAs).
- Navigate between multiple systems (CRM, billing software, knowledge base) simultaneously during live conversations.
Issue Resolution & Troubleshooting:
- Diagnose and resolve customer issues in real-time, ranging from simple account questions to complex technical or billing escalations.
- Follow standardized troubleshooting flows and decision trees to ensure consistency and accuracy.
- Take ownership of unresolved issues, ensuring they are escalated to Tier 2 or specialized teams with comprehensive documentation.
Compliance & Data Integrity:
- Strictly adhere to data privacy regulations (e.g., GDPR, CCPA, HIPAA) when handling sensitive customer information.
- Accurately document all customer interactions, actions taken, and outcomes in our ticketing system with meticulous detail.
- Follow all company policies regarding refunds, credits, returns, and account adjustments without deviation.
Continuous Improvement:
- Identify recurring customer pain points and submit actionable feedback to your Supervisor and the Knowledge Management team.
- Participate in weekly coaching sessions and quality assurance reviews to continuously improve your performance.
What We Are Looking For
Experience & Education:
- High School Diploma or equivalent required.
- 1–3 years of experience in a high-volume call center, customer service, or fast-paced retail environment.
- Experience with [Specific CRM, e.g., Zendesk, Five9, Avaya, Salesforce Service Cloud] is highly preferred.
Technical Skills:
- Typing speed of 50+ WPM with high accuracy.
- Proficient in Microsoft Office (Outlook, Excel, Word) and Google Workspace.
- Ability to quickly learn and toggle between 3–5 different software applications simultaneously.
Core Competencies (Soft Skills):
- Emotional Regulation: You remain calm and professional when dealing with angry or distressed customers. You do not take outbursts personally.
- Active Listening: You hear what the customer is actually saying, even when they are struggling to articulate it.
- Decisiveness: You can make judgment calls quickly within established guidelines without needing constant managerial approval.
- Attention to Detail: You understand that a single mistyped character can cause a billing error or shipping delay, and you double-check your work.
- Stamina: You can maintain focus and energy during repetitive tasks and back-to-back calls.
Performance Expectations & KPIs
Your success will be measured weekly and monthly against the following operational metrics:
- First Call Resolution (FCR): Resolve [X]% of issues on the first contact without requiring a callback or escalation.
- Average Handle Time (AHT): Maintain an average of [X] minutes per interaction (including after-call work).
- Quality Assurance (QA): Score [X]% or higher on recorded call and chat reviews based on our scoring rubric.
- Schedule Adherence: Maintain [X]% adherence to your scheduled shift, breaks, and lunches.
- Customer Satisfaction (CSAT): Achieve a minimum CSAT score of [X]%.
Pay: €28,300.00-€52,932.95 per year
Benefits:
Work Location: Hybrid remote in Dublin, County Dublin
