Customer Service Agent

Role: Customer Service Agent  Reports To: Customer Service Senior  Role Type: Full-Time Contract ( 40 hours Weekly)  Workplace Type: Dundalk HQ Role  Purpose: Customer Service Agents are the first point of contact for BoyleSports customers and they are responsible for answering any customer enquiries through phone, chat & email.
Customer Service Agents play a key role in retaining and acquiring new customers for the business.
Job Responsibilities:  Act as a 1st level point of contact for customers and other customer support specialists Liaise with the various business channels in the resolution of customer queries Identify and raise support requests in the event of customer technical issues  Monitor queues in the absence of a Supervisor and manage resources to best achieve SLA Track and record customer issues in line with reporting requirements  Handle customer escalations and complaints over call, chat and email  Follow all BoyleSports policies and procedures in relation to customer issue resolution  Achieve team targets in relation to contact quality and volume  Build & develop customer relationships Support the implementation of new products, processes, and policies  Achieve a high level of first-time resolution for all customer contacts  Ensure that more complex customer issues are followed up on and resolved in a timely manner  Role Requirements:  Excellent level of verbal English Flexible approach to working in a dynamic and constantly busy environment  Interest in Sports, eGaming or betting would be advantageous  A proven team player  Customer Service experience is essential  NOTE: The role will require evening, weekend and bank holiday work.
BoyleSports are an equal opportunities employer, and we welcome applications from all suitably qualified persons.