Location: Waterford, Ireland (Hybrid/Remote position – Initial in-office training and grad bay required)
Employment Type: Full-time
Salary: €13.80 per hour plus incentives
Reports To: Operations Supervisor
Emerald Contact Centre has two exciting customer facing roles available.
1. Outbound Customer Engagement Specialist (start date 10th April 2025)
2. Customer Service Ambassador (start date 5th May 2025)
We provide thorough training on our products and services, including sharing successfully proven techniques. We invest in our people with ongoing coaching and performance reviews to ensure continuous development and success.
These are both hybrid/remote roles, with an initial in-office training and grad bay period, after which employees may transition to remote work based on performance criteria.
1. Outbound Customer Engagement Specialist
Job Summary:
We are looking for an Outbound Customer Engagement Specialist to join our team in Waterford, Ireland. This role involves making outbound calls to support one of our US based clients, reaching out to leads who have opted in or expressed interest in our services/products to schedule appointments. The ideal candidate will provide an exceptional customer experience while aiming to achieve the scheduled calls.
Working Hours:
* Shift: 5 days/week. Opening hours are 5:00 PM – 1:00 AM GMT (Monday to Saturday).
Key Responsibilities:
Outbound Customer Engagement:
* Make outbound calls to warm leads.
* Effectively communicate the value of the services/products.
* Schedule appointments / follow-up calls.
* Follow up on leads that may need additional nurturing.
Operational Excellence & Compliance:
* Adhere to company policies, procedures, and compliance guidelines.
* Escalate complex issues to the appropriate department or supervisor.
* Contribute to process improvements to enhance efficiency and effectiveness.
Performance & KPI Management:
* Meet and exceed key performance indicators (KPIs), including:
o Call Handling Time (AHT)
o Quality Assurance (QA) scores
o Outbound specific metrics
Requirements:
Education & Experience:
* Minimum of 6 months experience in an outbound call centre or sales/customer service role.
Skills & Competencies:
* Previous experience in outbound campaigns is preferred
* Excellent verbal and written communication skills.
* Strong interpersonal skills to build rapport with leads.
* Ability to multitask and work efficiently under pressure.
* Basic computer skills, including proficiency in Outlook and Excel.
* Goal-driven mindset with adaptability to business needs.
Benefits:
* Competitive hourly rate (€13.80 per hour) plus performance incentives.
* Hybrid/remote work setup after training and grad bay.
* Free parking for in-office days.
* Career advancement opportunities with ongoing training and development.
* A supportive and engaging team environment.
2. Customer Service Ambassador
Job Summary:
We are looking for a Customer Service Ambassador to join our team in Waterford, Ireland. This role involves handling inbound and outbound calls, emails, and chat interactions to support one of our US based clients. The ideal candidate will provide excellent customer service, assist with inquiries, and proactively attempt cancel saves and upsells on appropriate calls to enhance customer retention.
Working Hours:
* Monday to Friday schedule (no weekends).
* 8-hour shift rotation between 1:00 PM and 12:00 AM GMT to align with U.S. client business hours.
* Shifts are assigned based on business needs, including possible evening and late shifts.
* While we are currently not open on Saturdays, our contract includes the flexibility to introduce weekend shifts in the future if needed by our client.
Key Responsibilities:
Customer Interaction & Support:
* Handle inbound and outbound calls, emails, and chat inquiries professionally and efficiently.
* Provide clear and accurate information, troubleshooting issues where needed.
* Maintain a customer-first approach, ensuring a high-quality experience.
* Document all customer interactions accurately in the CRM system.
Retention & Sales Responsibilities:
* Identify customer needs and attempt cancel saves and upsells when appropriate.
* Educate customers about products and services to enhance value and engagement.
* Deliver personalized solutions to encourage customer loyalty.
Operational Excellence & Compliance:
* Follow company policies, procedures, and compliance guidelines.
* Escalate complex issues to the appropriate department or supervisor.
* Contribute to continuous improvement efforts for processes and customer interactions.
Performance & KPI Management:
* Meet and exceed key performance indicators (KPIs), including:
o Quality Assurance (QA) scores
o Call Handling Time (AHT)
o Retention and Upsells Target
o First Call Resolution (FCR)
o Customer Satisfaction Score (CSAT)
Requirements:
Education & Experience:
* Minimum of 6 months experience in a call center or customer service role where interacting with customers and using a PC was required.
Skills & Competencies:
* Excellent verbal and written communication skills.
* Strong problem-solving and active listening abilities.
* Ability to multitask and work efficiently under pressure.
* Basic computer skills, including proficiency in Outlook and Excel.
* A goal-driven mindset, with adaptability to business needs.
Benefits:
* Competitive hourly rate (€13.80 per hour) plus performance incentives.
* Hybrid/remote work setup after training and grad bay.
* Monday to Friday schedule (no weekends at present).
* Free parking for in-office days.
* Career advancement opportunities with ongoing training and development.
* A supportive and engaging team environment.
Join our team and take the next step in your career at Emerald Contact Centre!
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