Job Description Job Title: Customer Service Support Expert Location: Dublin, Hybrid , 2 days a week (on occasions extra days in the office will be required) Contract / Permanent : FTC 12 Months, With further extension Start date: September /Early October 2024 Role: The client's ICT and PMO teams support the enabling of ICT and Digital Services for their sector.
As part of the customer service strategy, the client is implementing a Case Management Solution (CMS) to track individual customer service queries across channels and agents over time.
The implementation of an end-to-end case management solution will offer a suite of capabilities that will enable the client to deliver an enhanced customer service experience to both customers and employees.
We are seeking a talented Customer Service Support Expert to join our dynamic team.
The ideal candidate will have a strong background in building frontend and backend designs with a focus on user-centric design.
You will collaborate closely with our development and backend teams to ensure seamless, user-friendly experiences for our customers.
The Customer Service Support Expert must be proficient in working on Agile projects, with prior experience in MS Dynamics Case Management Solution (CMS) development being highly desirable.
We are looking for a dedicated Customer Support Expert who is committed to delivering outstanding service and ensuring that customer inquiries and issues are resolved promptly and effectively.
Necessary skills include: Technical Skills · At least two years of dedicated customer service experience in supporting Customer Relationship Management (CRM) and Case Management Solution (CMS).
· Demonstrated expertise in handling the customer related queries, ticketing system and support end user requests.
· Exceptional communication skills, with an emphasis on collaboration and innovative problem-solving.
· Understanding of technical solutions, management of process flows and handling of different user request.
· Understanding of digital platforms, including web, mobile and phone · A strong team player with a commitment to manage customer queries in a fast faced ICT support environment.
· Experience with MS Dynamics CMS solution query handling is an added advantage.
· A history of significant contributions to ticket support systems, particularly in a BAU (business as usual) operational environment.
· Proven ability to collaborate effectively with development teams, and business to handle the customer queries effectively and efficiently.
· Attention to detail in addressing the queries and contributing towards the product enhancement is an added advantage.
Non-Technical Skills · Creative thinking and Problem solving skills · Good Collaboration skills · Proficiency in the English language · Team player with excellent communication skills Experience Level Required: It is a mandatory requirement, that the Resource proposed has the equivalent of 3 years' experience in a similar role.
It is a mandatory requirement that the Resource proposed hold the following qualifications or equivalents: Any relevant Customer Support certification Any ICT or Degree Qualification (Level 6 or above) Key Deliverable: The following non-exhaustive list of Key Deliverables, are applicable to this Role.
· Respond to customer inquiries and provide timely and accurate information via new MS Dynamics CMS solution.
· Triage issues reported by customers, ensuring a satisfactory resolution.
· Foster collaboration with development teams.
· Gather and relay customer feedback to relevant departments to help improve our products and services.
· Work closely with project team and business units to ensure a cohesive customer service experience.
Requirements Key Experience/Competencies/Skillsets : The following Experience/Competencies/Skillsets are applicable to this Role.
· Collaboration: Work closely with developers, and other stakeholders to ensure that customer queries addressed efficiently.
· Team player: Collaborative mind set with positive attitude in supporting the project team.
· Adaptability: Flexibility to adapt with agile mind set to manage customer support.
Requirements • At least two years of dedicated customer service experience in supporting Customer Relationship Management (CRM) and Case Management Solution (CMS).
• Demonstrated expertise in handling the customer related queries, ticketing system and support end user requests.
• Exceptional communication skills, with an emphasis on collaboration and innovative problem-solving.
• Understanding of technical solutions, management of process flows and handling of different user request.
• Understanding of digital platforms, including web, mobile and phone • A strong team player with a commitment to manage customer queries in a fast faced ICT support environment.
• Experience with MS Dynamics CMS solution query handling is an added advantage.
• A history of significant contributions to ticket support systems, particularly in a BAU (business as usual) operational environment.
• Proven ability to collaborate effectively with development teams, and business to handle the customer queries effectively and efficiently.
• Attention to detail in addressing the queries and contributing towards the product enhancement is an added advantage.
• Collaboration: Work closely with developers, and other stakeholders to ensure that customer queries addressed efficiently.
• Team player: Collaborative mind set with positive attitude in supporting the project team.
• Adaptability: Flexibility to adapt with agile mind set to manage customer support.
