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Client:
Cpl
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
4dc7bb730b6d
Job Views:
65
Posted:
22.01.2025
Job Description:
Location - Dublin
Contract type - Permanent, full-time
Working hours - Rotating shift (8:00am - 8:00pm)
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. From established sectors to cutting-edge industries, our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.
The Telesales Agent will provide a broad range of customer support and administrative services to the customer and prospects of our client. Services provided will include a combination of telesales, customer service, administrative and complaint handling processes. The Agent will focus on providing an excellent service for existing and future customers in accordance with agreed departmental objectives.
Specific Responsibilities:
1. Handle high volume inbound & outbound calls, emails, and web-chats in an effective and efficient manner.
2. Handle customer issues and complaints in a manner that is empathetic, sensitive, and confident.
3. Deliver consistent performance through adherence to the appropriate processes.
4. Effectively analyse moderately complex information and/or unusual situations using a variety of techniques.
5. Work within a team to meet and exceed individual/team performance targets including SLA’s.
6. Demonstrate initiative whilst operating within a team and set high standards of professionalism in all business dealings.
7. Analyse, evaluate and complete work in accordance with 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 calls, emails, and web-chats coming into the business, understand the importance of voice, being polite and engaging, an active listener, able to establish customer's wants, and handle objections.
2. Administration: Accurately and efficiently handle incoming and outgoing mail in a manner that complies with regulatory requirements.
3. Customer Focus: Increase customer satisfaction through the delivery of excellent service.
4. People and Workflow Management: Manage own time and priorities and remain focused, positive, and enthusiastic when issues are encountered.
5. Colleagues: Work positively as part of a team and in supporting and motivating others to achieve team objectives.
6. Operational Effectiveness: Deliver consistent performance through adherence to the appropriate processes.
Desirable Business Skillset:
1. Experience in a customer service role is desirable.
2. Work experience in a role with a high priority on data entry accuracy and the requirement to meet strict timelines is desirable.
3. Certified 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 programme (EAP).
5. Hive medical cash plan.
6. PRSA Scheme.
7. Bike to work scheme.
8. 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. Your expertise will contribute to our legacy of success in providing outsourced solutions for Fortune companies.
Equal opportunity employer:
At Covalen, we champion diversity and equality, anchoring our workplace cultures and creative minds. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.
For more information, don't hesitate to reach out to your journey to becoming a valued part of Covalen starts here.
Apply Now or Reach Out for More Information.
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