Autoglass Customer Contact Agents work in our Head Office at Ballymount, Dublin and report to our Contact Centre Manager.
Their role is to provide our customers with the highest quality of customer service through our Contact Centre.
The Job As one of our Customer Contact Centre Agents youll often be the first person motorists talk to when they need our help.
Youll need to be welcoming, whilst able to calmly and quickly find the best solution.
For example, you could be arranging urgent mobile support for a driver whose windscreen has been damaged and wishes to claim through their insurance, or you might be asked to explain the safety aspects of driving with damaged car glass.
What you say and how you say it will leave a lasting impression with our customers so well give you all the encouragement, training and confidence you need to do a great job.
Our Contact Centre opening hours are 9am - 6pm Monday to Friday, with rotational weekend work.
Contracts are 37.5hrs per week across 5 days.
You will be based at our Dublin Head Quarters currently based in Ballymount Dublin 12 Your principal responsibilities: As a Customer Contact Centre Agent youll be required to understand the needs of each caller and build rapport with them, reassuring them that their requests will be dealt with promptly.
Youll be expected to project a polite, confident and efficient image of the company at all times and demonstrate a warm, friendly and helpful manner in communications.
A key responsibility is to meet and exceed Autoglass customer service standards and KPI's as set by the Contact Centre Manager.
To use questioning and listening skills to fulfil customer requirements and needs To develop and keep a thorough understanding of all products and processes To be able to deal with demanding situations in an empathetic and professional manner To keep Customer confidentiality always To be able to investigate, resolve and/or escalate any customer complaints delivering first-class customer service to participate in training and coaching as required to achieve Company performance standards and develop your own skills.
In your role as a Customer Contact Centre Advisor youll also be expected to maintain good working relationships with other team members, other departments in the organisation and our company partners.
The Ideal Candidate To be a successful member of our customer service team, previous experience in customer service is essential.
Whilst a background within a contact centre environment would be desirable, we are open to any area of customer service.
You will be provided full training on our company systems and procedures before taking your first call.
This will allow you time to learn and embed the first part of our customers journey.
You will then have continued support throughout your 6 month probation period to help you grow and succeed in the role.
Other skills and experience required include: Excellent verbal and written communication.
Excellent PC, administration, organisational, interpersonal skills.
Ability to collaborate with team members and develop relationships Natural tendency to quickly problem-solve in the most stressful situations Excellent time management capabilities with strong attention to detail Ability to multitask and prioritise accordingly based on workflow.
Strong ability to manage difficult situations and challenging customers Capacity to take ownership of resolving the customer issue and act as an advocate Capability to learn new systems and tools in a fast-paced environment Ability to develop and apply innovative solutions to solve challenges in ambiguous situations Curiosity to ask questions and think critically to uncover root cause of customer issue As one of our Contact Centre Agents, you will be the first person our customer speaks to on behalf of our company.
In this role, you will have the opportunity to positively impact the customers Journey and set the tone for the customers experience.
You will be taking ownership of the customers journey, going above and beyond for each customer, overcoming and finding solutions to their queries and complaints should they arise.
If you thrive on a challenge, are at your best when youre busy and can achieve stretching targets then this is the job for you!
Benefits Permanent Contract participation to our Employee Development Programme Company Events Benefits: company events permanent contract employee development programme