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 U.S. based clients.
The ideal candidate will provide excellent customer service, assist with inquiries, and proactively attempt to enhance customer retention.
This is a hybrid role, with an initial in-office training and grad bay period, after which employees may transition to remote work based on performance criteria.
Start date is Monday 3rd March 2025.
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: Quality Assurance (QA) scores Call Handling Time (AHT)
Retention and Upsells Target First Call Resolution (FCR) 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 work setup after training and grad bay.
Monday to Friday schedule (no weekends at present).
20 days of paid time off annually.
Free parking for in-office days.
Career advancement opportunities with ongoing training and development.
A supportive and engaging team environment.
Skills:
Customer Service Communication (written and verbal) Problem Solving Computer Skills