Telesales & Customer Service Representative Location - Dublin Work model - Hybrid Contract type - Permanent, full-time Working hours - Monday to Saturday, Rotating shift (between 8:00am - 8:00pm) At Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers collaborating with organizations worldwide for over 25 years. Our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals. The Telesales Agent will provide a broad range of customer support and administrative services to the customer and prospects of our client. Services provided will include a combination of telesales, customer service, administrative and complaint handling processes. Specific Responsibilities: Handle high volume inbound & outbound calls, emails and web-chats in an effective and efficient manner.Handle customer issues and complaints with empathy and confidence.Deliver consistent performance through adherence to the appropriate processes.Effectively analyse moderately complex information and/or unusual situations.Work within a team to meet and exceed individual/team performance targets.Demonstrate initiative while operating within a team and set high standards of professionalism.Analyse, evaluate and complete work in accordance with agreed standards.Liaise with other departments as necessary.Carry out any other tasks or responsibilities as required in the role.Personal Skillset: Customer Service – Handle calls, emails and web-chats, understand the importance of voice, and be an active listener.Administration – Accurately handle incoming and outgoing mail in compliance with regulatory requirements.Customer Focus – Increase customer satisfaction through excellent service delivery.People and Workflow Management – Manage own time and priorities effectively.Colleagues – Work positively as part of a team and motivate others.Operational Effectiveness – Deliver consistent performance through adherence to processes.Desirable Business Skillset: Experience in a customer service role is desirable.Experience in a call centre environment is desirable.Work experience with a focus on data entry accuracy and meeting strict timelines is desirable.Certified in computer basics to ECDL or equivalent level is desirable.Benefits and perks: Hybrid-working modelExtensive Training & Development.Internal career progression opportunities.Employee assistance programme (EAP).Hive medical cash plan.PRSA Scheme.Employee engagement initiatives.Bike to work scheme.Free parking on-site.What would you bring? As a valued team member, you'll play a crucial role in delivering customized BPO solutions, ensuring our clients achieve consistent high performance. Your expertise will contribute to our legacy of success in providing outsourced solutions. Equal opportunity employer: At Covalen, we champion diversity and equality. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community. For more information, reach out to ******. Your journey to becoming a valued part of Covalen starts here. Apply Now!
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