Customer Service Representatives - 4 Week Fixed Term Contract
ADEC Arise is currently seeking to appoint a Shared Service Advisor who will provide support to service users/customers across client accounts. This support can include providing advice, information, processing an ask and/or carrying out technical troubleshooting dependent on the client and customer need. The Shared Service Advisor therefore must be adaptable with a thirst for knowledge. This will be a 4 week fixed term hybrid role. We are looking for a candidate that have a track record of providing excellent customer service and meeting their KPI’s. The roster will be Monday to Thursday 09:00 - 17:30 and Friday 09:00 - 16:30 although flexibility on those times will be considered for the right candidate.
What we can offer you
- Employee Assistance Programme (EAP)
- The opportunity to work with a growing organisation
- On site parking
- A really fun and welcoming environment working with a great Team
Responsibilities
- Manage incoming queries, service requests and complaints.
- Ability to deal with a wide range of enquires from multiple customers where processes may vary per client depending on the action required.
- Access each call/email/chat and select the most appropriate next step, ensuring to follow the defined procedure for the relevant client.
- Ask probing questions to get to the root of the customers query.
- If the query requires escalation to another level, clearly and concisely pass the information required to the relevant level.
- Ensure the customers receives reassurance and assistance in a calm, confident and empathic manner.
- Follow the data protection requirements of the Client you are working on behalf of.
- Log accurate and timely case notes/logs for each customer interaction on the relevant database/system.
- Take ownership of customers queries ensuring you follow up on resolution and any commitments made to customer.
- Proactively maintain knowledge of each clients processes.
- Record data relevant to identifying trends in queries and/or complaints as required by the client.
- Achieve daily, weekly and monthly performance targets.
- Behave with integrity and in a manner that upholds ADEC Arise and our Client’s values.
- Carry out any other tasks as required.
Requirements and Competencies
- Minimum C1/C2 (CEFR Scale) English Language proficiency both oral and written.
- Exceptional customer service skills with minimum 2 year’s experience in a customer facing role.
- A flexible, can-do-attitude and confident approach to helping people.
- Willingness to take initiative to solve problems.
- Excellent communication skills; expresses oneself effectively verbally and in writing.
- A positive and enthusiastic outlook; resilient with proven ability to work under pressure.
- Ability to manage conflict and de-escalate distressed customers.
- Works well with others to deliver key results and business goals.
- Excellent attention to detail.
- Be proficient in all relevant IT applications including Microsoft word and excel.
- Exceptional time management.
Job Types: Full-time, Fixed term
Pay: €14.40 per hour
Benefits:
- Company events
- Employee assistance program
- On-site parking
Work Location: Hybrid remote in Castletroy, County Limerick
