Customer Service Agent

About the Role:

At Virgin Media Ireland, we are committed to keeping our customers connected. To do this, we are recruiting customer service representatives to work with us in the Limerick region. This is a customer support role where we aim to provide excellent service to Virgin Media customers. Communicating with customers, you will help resolve their queries in a professional and friendly manner. With comprehensive training provided, you'll feel confident and prepared to offer first-line support and make a positive impact on our customers.

This role offers 37.5 hours of work per week, with shifts scheduled between 9am and 6:30pm from Monday to Friday. Your schedule will be planned in advance, and you’ll enjoy a balance between work and life, including one Saturday shift every three weeks with a day off during the week.

• Provide a great customer experience in line with our Virgin Media values.

• When you engage with customers, be relentless in resolving their issue, minimising customer disruption.

• Speaking with customers over the phone, you will work to resolve their queries across Billing, Technical and Mobile in a helpful and supportive style.

• You will take ownership for customer queries and proactively work to seek a resolution updating the customer where required, taking pride in providing a great customer experience.

• Supporting business growth and adding value on all customer interactions by cross selling and upselling as the opportunity arises.

• Working with your team and support staff highlight any issues causing our customers un-necessary challenges.

• Contribute to the overall team performance and operational Net Promoter Score (NPS) through the experience you provide to all our customers.

• Call centre experience is desirable but not essential.

• Excellent communication skills and comfortable speaking to customers over the phone.

• You are passionate about providing an awesome customer experience.

• You enjoy working hard and have a can-do attitude.

• You’re a self-starter who enjoys taking ownership of your own development.

• The person will like problem-solving with attention to detail and high work standards.

• Ability to work independently but also works well in a team environment.

• Having good typing and computer skills will help as you onboard with us.

• Flexibility in relation to duties and rosters.

• Enjoys working in a fast-paced environment and enjoys change.

• You will meet with your Team Leader weekly to keep two-way communication channels flowing.

• We have a Hybrid blended working from home (WFH) model which allows the candidate to WFH on a rostered basis in line with Business needs.

• To work from home, you will need minimum 5MB Broadband.

• Should your broadband speeds not meet requirements, don’t worry, you can work full time in the Limerick office.

• Full Time Training and coaching will be provided in the Limerick site.

• Must be able to travel to and work from the Limerick Office in line with business needs.

• Ability to work 37.5 hours