Customer Service Representative - Virgin Media

ActavoCustomer Service Representative - Virgin Media Customer Service Dublin Permanent PART 1: Role Details Role Title Customer Service Representative Department Virgin Media Reports To Team Leader Location Magna Park, City West, Dublin PART 2: Role Purpose As a Customer Service Representative, you will be responsible for supporting both Customer Inbound Calls and Service Engineer calls.
Responsible for responding to other client enquiries whilst dealing with customer issues and complaints in a professional manner.
This role is based in Magna Park, City West, Dublin 24 Benefits: Pension plan Employee assistance programme Refer a friend scheme Cycle to work scheme Paid maternity leave Ample free on-site parking Christmas savings club Life assurance – 4 times annual salary Career progression opportunities Employee discounts – on hotels, gyms, electronics and more PART 3: Principal Responsibilities Adhere to and maintain compliance with all Health and Safety procedures within your work.
Ensuring you are responsible for yourself and/or team members who report into you Answering and resolving inbound call enquiries and demonstrating ownership of customer issues in terms of follow up and escalation of issues Dispatching jobs to Field Technicians and maintaining close contact with Technicians to ensure that customers appointments are kept Responding to Technicians queries, verifying appointments and ensuring issues are dealt with efficiently Providing Technicians with technical information as required Assume ownership and responsibility for all assigned calls and ensure strict adherence to Service Level Agreement (SLA) Ensuring database is kept up to date with all correspondence Maintaining an up-to-date knowledge of products and procedures to deal with calls efficiently Compiling call logs and reports on a daily and weekly basis PART 4: Person Specification Experience Previous experience working in a high-volume inbound call centre environment preferred Skills & Competencies (evidence of) Technical Microsoft Word & Excel Interpersonal Excellent organisational, interpersonal and communication skills required Business Skills Communication Personal Ability to work on own initiative and act independently whilst being able to work successfully as part of a team Flexibility in line with business requirements ACT 2