Job Description
The successful candidate will be responsible for the following activities:
1. Processing driver licence applications when required, this includes customer verification and payment processing activities
2. Monitoring /answering of telephone calls to ensure they are dealt with within the service level agreement parameters.
3. Operationally, escalating any reported issues in an NDLS
4. Liaison with 2nd line support for issue resolution
5. Handling of complaints in accordance with company procedures
6. Conducting service quality monitoring to ensure performance levels are achieved.
7. Preparation of quality and productivity statistics as required
8. Compilation and preparation of daily, weekly, and monthly reports.
9. Collaboration with clients or third parties to identify and implement service improvements at an operational level
10. Create and update training documentation in line with operational procedures.
11. Provide training as and when required.
12. Support Supervisor with Payroll & Scheduling activities
13. Stock Control maintenance for network of NDLS Centres
14. Co-ordination & Liaison with Regional Supervisors
15. Managing administration, communicating and coordinating with internal departments
16. The maintenance of call centre operational policies and procedures
17. Handle confidential information securely and in line with Records Management and Data Protection Policies.
18. Provide support and assistance to other teams.
19. At all times, adopt a safe behaviour by exercising due regard for the health and safety of yourself, colleagues and clients, in line with the Company’s policies and procedures
20. Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and at all times adopt behaviour in accordance with SGS’s Equality & Diversity policy
This is not a definitive list and other duties maybe added on an Ad hoc basis
Qualifications
The ideal candidate should possess the following attributes/skillsets;
21. Strong Customer Service experience (2+ years at a minimum)
22. Attention to detail and accuracy is an essential part of the role
23. Excellent communication skills and contribute positively to the team.
24. Strong Customer service experience
25. Flexibility & reliability is key to this role
26. Strong time management skills
27. PC Proficiency and knowledge of MS Office applications
28. Organised, efficient, quality focused and customer focused
29. Initiative and excellent problem-solving ability in a fast-paced environment
30. Candidate should be pro-active and possess excellent organisation skills
31. Takes initiative and works well on their own and as part of a team
32. Fluent English Speaker ( Fluent Irish speaker an advantage )