Telesales & Customer Service Representative
Location - Dublin
Work model - Hybrid
Contract type - Permanent, full-time
Working hours - Monday to Saturday,Rotating shift (between 8:00am - 8:00pm)
About Us:
At Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers collaborating with organizations worldwide for over 25 years.
Role Overview:
The Telesales Agent will provide a broad range of customer support and administrative services to the customers and prospects of our client. Services provided will include a combination of telesales, customer service, administrative, and complaint handling processes.
Specific Responsibilities:
1. Handle high volume inbound & outbound calls, emails, and web-chats efficiently.
2. Handle customer issues and complaints empathetically and confidently.
3. Deliver consistent performance through adherence to the appropriate processes.
4. Effectively analyze moderately complex information and/or unusual situations.
5. Work within a team to meet and exceed individual/team performance targets including SLAs.
6. Demonstrate initiative while operating within a team and set high standards of professionalism.
7. Analyze, evaluate, and complete work according to agreed standards and limits.
8. Liaise with other departments as necessary.
9. Carry out any other tasks or responsibilities as required in the role.
Personal Skillset:
1. Customer Service – Handle communications professionally and effectively.
2. Administration – Accurately manage incoming and outgoing communications.
3. Customer Focus – Increase customer satisfaction through excellent service.
4. People and Workflow Management – Manage time and priorities effectively.
5. Colleagues – Work positively as part of a team.
6. Operational Effectiveness – Deliver consistent performance through adherence to processes.
Desirable Business Skillset:
1. Experience in a customer service role is desirable.
2. Experience in a call center environment is desirable.
3. Work experience emphasizing data entry accuracy and meeting strict timelines is desirable.
4. Certification in computer basics to ECDL or equivalent level is desirable.
Benefits and Perks:
1. Hybrid-working model.
2. Extensive Training & Development.
3. Internal career progression opportunities.
4. Employee assistance program (EAP).
5. Hive medical cash plan.
6. PRSA Scheme.
7. Employee engagement initiatives.
8. Bike to work scheme.
9. Free parking on-site.
What Would You Bring?
As a valued team member, you'll play a crucial role in delivering customized BPO solutions, ensuring our clients achieve consistent high performance and meet their strategic objectives.
Equal Opportunity Employer:
At Covalen, we champion diversity and equality, anchoring our workplace cultures and creative minds.
For more information, reach out to raquel-r.lopes@covalensolutions.com. Your journey to becoming a valued part of Covalen starts here. Apply Now or Reach Out for More Information.
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