Customer Services Advisor - Pensions (PA2024OTHQ3005), Dublin
Client:
SS&C Technologies Holdings
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
afb7a2e937dd
Job Views:
2
Posted:
16.03.2025
Expiry Date:
30.04.2025
Job Description:
SS&C Technologies seeks Customer Service Advisors in our Dublin office to support and lead the client service to SS&C’s customers, by providing a high-quality call service for new customer offerings of Group & individual Pension products based across Bermuda, Cayman Islands, and the Bahamas. The contact centre will operate in accordance with the working hours and calendar in each of Bermuda, Bahamas, and the Cayman Islands. The opening hours will range from 11:30 am to 11 pm Dublin time, and successful candidates will be required to work shifts within these hours.
Responsibilities:
* Provide a high-quality service function to customers, mostly by telephone and chat, to enhance our reputation as a truly customer-focused company.
* Support the client working hours and calendar.
* Respond positively to the goals of the overall Operations team, support colleagues, and actively contribute to the overall area’s success.
* Attend and actively contribute to team meetings.
* Achieve & strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas, in terms of quality, productivity, and accuracy of information given to the customer.
* Assist every area of the business to improve overall customer service.
* Commit to personally putting the customer first and providing excellent customer service at all times.
* Develop an understanding of all client profiles/products to deliver outstanding customer service.
* Actively seek & respond to feedback and demonstrate a strong willingness to learn.
* Maintain a strong focus on professional standards & results, impacting business targets.
* Coach and develop new joiners to the department.
* Identify process improvements to enhance customer experience and reduce errors.
Regulatory:
* Exercise due care and diligence, ensuring the areas responsible are organized and controlled.
* Observe proper standards of market, business, and personal conduct, demonstrating integrity in the execution of duties.
* Respect the SS&C approach to client care and demonstrate due regard to clients' interests in all dealings.
Quality:
* Quality-driven, with pride in delivering excellence.
* Aware of service level agreements and key performance indicators.
* Follow procedures when completing work to ensure quality standards are met.
* Take pride in delivering quality service to internal and external clients.
All employees are accountable for delivering quality service, driving for excellence in all work activities:
* Aim for 100% accuracy and timeliness of delivery.
* Plan service delivery to relate directly to providing quality services and meeting customer expectations.
* Continuously review processes and practices, acting as a catalyst for change and improvement in individual and team performance.
* Observe proper standards of market, business, and personal conduct, demonstrating integrity in the execution of duties.
* Communicate and promote values that reinforce and support a consistent quality culture.
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a diverse workforce in the widest sense.
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