Job Title: Online Contact Center Specialist
Company: Teamwork
Location: Cork, Cork, IE
Job Type: Full-Time
Seniority: Associate Level
Experience: 4 Years
Job Description:
Teamwork is seeking an energetic and adaptable Online Contact Center Specialist to join our innovative team in Cork. As an integral part of our customer support operations, you will be responsible for delivering exceptional service to our clients and ensuring their needs are met with efficiency and professionalism. This role requires a proactive problem-solver who thrives in a dynamic environment and is committed to continuous improvement.
Key Responsibilities:
1. Customer Interaction:
Provide prompt and courteous responses to customer inquiries via multiple channels (email, chat, and social media).
Resolve customer issues effectively by identifying needs, troubleshooting problems, and recommending suitable solutions.
Maintain a high level of customer satisfaction through consistent communication and follow-up actions.
2. Technical Support:
Assist customers in navigating our products and services by providing guidance and resources.
Troubleshoot and resolve technical issues, escalating to appropriate teams when necessary.
Keep detailed records of customer interactions, including inquiries, problems, and solutions provided.
3. Team Collaboration:
Work collaboratively with team members to achieve departmental goals and improve service delivery.
Participate in regular team meetings to discuss performance, share insights, and identify areas for improvement.
Collaborate with other departments to develop solutions that enhance the customer experience.
4. Process Improvement:
Identify trends or recurring issues and suggest innovative solutions to enhance operational efficiency.
Contribute to the development and refinement of training materials and resources for new team members.
Actively engage in training and professional development opportunities to expand knowledge and skills.
5. Performance Metrics:
Meet and exceed individual and team performance metrics, including response times, resolution rates, and customer satisfaction scores.
Monitor and analyze performance data to identify areas for personal and team growth.
Requirements:
1. Education & Experience:
Bachelor’s degree in a related field or equivalent experience.
Minimum of 4 years of experience in a customer service or support role, preferably within an online contact center environment.
2. Technical Skills:
Proficient in using customer service software, CRM tools, and Microsoft Office Suite.
Familiarity with online communication tools and technologies.
3. Personality Traits:
Adaptable: Ability to adjust to new situations and challenges while maintaining composure.
Energetic: Strong enthusiasm and self-motivation to take initiative in supporting customers.
4. Soft Skills:
Innovation: A creative problem solver who proposes new ideas to enhance customer experience and internal processes.
Critical Thinking: Strong analytical skills to assess situations, make decisions, and provide effective solutions.
Benefits:
1. Comprehensive disability insurance.
2. Ongoing training and opportunities for professional development.
3. Generous Paid Time Off (PTO) policy to ensure work-life balance.
Working Environment:
Join us in a collaborative environment where innovation is at the heart of everything we do. Be part of a team that leads the industry through cutting-edge ideas and solutions, fostering a culture of continuous improvement and open communication.
Application Deadline:
Please submit your application by October 4, 2024.
Equal Opportunity Statement:
Teamwork is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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