The Role and Key Responsibilities
Join our dynamic Customer Contact Centre (CCC) team for a role that's both diverse and stimulating. You'll be the frontline responder, tackling customer queries via phone, email, and post in a fast-paced environment. Don't worry if you're not already a pro – we'll provide comprehensive technical and soft skills training to get you up to speed.
* Quickly assess and prioritise the flood of inbound queries, using our workflow tools (Pega) to direct them to the right departments.
* Show off your excellent verbal communication skills and your dedication to top-notch customer service.
* Handle incoming customer inquiries efficiently, striving to resolve issues right on the first contact.
* If things get tricky, don't sweat it – escalate complex matters or complaints to our CCC Team Leader.
* Make sure to follow our Identification & Verification checks (ID&V) procedures for all inquiries.
* Keep meticulous records of incidents and breaches, ensuring swift follow-up actions.
* Enter information accurately into our systems.
* Keep an eye out for ways we can improve our processes to make things even smoother for our customers.
* Be open to feedback and eager to learn and grow in your role.
* Become a go-to expert in our procedures, staying up to date with mandatory training.
* Lead the charge in following all BCMGlobal compliance procedures to ensure we're always operating at our best.
Experience & Personal attributes
* At least 1 year of experience in inbound calling customer service (any type of industry).
* Leaving Certificate (or equivalent).
* Strong communication skills, both with customers and internal colleagues.
* An organised approach to work, with the ability to juggle tasks and priorities effectively.
* Proficiency in Microsoft packages.
What you can expect from us
* A fair recruitment process.
* Working in a friendly environment and being surrounded by amazing talents and personalities.
* Company matched pension, life assurance, paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their well-being is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our Company journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate based on diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at BCMGlobal. Successful applicants will be required to complete background screening prior to commencement of employment.
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