Job DescriptionOur offices are open from 9am to 6pm Monday to Friday (excluding public holidays)Reporting to the Licensing Coordinator & Operations & Quality Supervisor, the successful candidate will be responsible for the following activities:Answer incoming customer phone calls and take appropriate action for each callStrict adherence to Scripts, Standard Operating Procedures and Data Protection GuidelinesMaintain customer satisfaction ratings based on explicit criteria set forth by the companyUse company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires escalationInput data into the company host platform to keep each customer record updatedRouting inbound calls to the appropriate resourcesCompleting call notes as necessary in a clear and concise mannerObtaining and evaluating all relevant data to handle complaints and inquiriesGeneral administration, communicating and coordinating with internal departmentEnsure full compliance with the Company's Code of Integrity & Professional Conduct, and at all times adopt behaviour in accordance with SGS Equality & Diversity policy.At all times adopt a safe and professional behaviour by exercising due regard for the health and safety of yourself, colleagues and members of the public, in line with the Company's policies and procedures.This is not a definitive list of duties.QualificationsLeaving certificate and/or FETAC 5 skills certificateRequires at least 1 year's customer service experienceStrong Computer Skills & general PC ProficiencyExcellent attention to detailExcellent communication and people skills vital to this roleAbility to work on own initiave or in a proactive manner as part of a teamStrong Team Player SkillsStrong Learning CapabilitiesStrong customer service focus and experienceFluency in both written and spoken English – excellent documentation skills requiredInitiative and excellent problem-solving ability in a fast-paced environmentCandidate should be pro-active and possess excellent organisation skillsIrish Speaker is an advantage