Customer Service - Dublin 12

Location
Dublin, Dublin South
Salary
EUR28000 - EUR32000 per annum
Posted
04 Dec 2018
Closes
11 Dec 2018
Ref
1418
Contact
Ethna Rossiter
Job Type
Contract
Hours
Full-time
At Manpower we have a fantastic opportunity for a customer service representative to join one of our key clients based in Dublin South. This is a maternity cover contract for 9 months.


Position Summary

The Customer Care Representative (CCR) is responsible for the answering and processing of all phone and electronic communication from CLIENT customers. The CCR will primarily support the first-contact Support function and General Enquiries from the customer to CLIENT. The goal is to support all customer communication according to and within the agreed customer and inter-departmental Service Levels and to attain the targets, metrics and objectives set by the Contact Centre monthly & quarterly.


Essential Job Functions

*Answer and route incoming customer telephone calls, e-mail, Web-issues to the appropriate product groups.
*Resolve customer care issues for customers sometimes liaising with other departments within CLIENT to assure an accurate and timely resolution and correctly maintain the Service Cloud database.
*Assign an appropriate severity level and priority to the customer query or problem within the Service Cloud application.
*Create and correctly route Service Cloud cases to the various product support groups.
*To review and work on the individual feedback from the various support functions regarding Service Cloud case processing.
*Meet defined customer and region service level objectives and to plan and achieve the quarterly individual and team key targets.
*Identify own education and training needs and build a personal development plan with the Team Lead.
*To provide mentorship and training for new members to the CCC team.
*Deputising for supervisors, peers and subordinates.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary.

Key Relationships

This position holds key relationships with the CLIENT Software customers, CLIENT Software Partners and Resellers, Customer Support Managers, Customer Contact Centre Team Leader, Customer Contact Centre Manager, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.

Education, Experience and Special Skills

*Customer service and interpersonal skills.
*Problem solving ability.
*Ability to learn quickly.
*Good Time Management
*Attention to detail and ability to follow procedures.
*Team player.
*Excellent oral and written communication skills.
*Self-motivated.
*Fluency in one or more actively supported language within Support and good English.
*General I.T. knowledge would be an advantage.

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