Customer Support Services Team Member

An opportunity has arisen for the role of Customer Support Services Team Member, reporting to the Customer Support Services Manager in Shared Services, Limerick. This role offers a unique opportunity to take on customer-facing responsibilities that directly impact our success. The role will involve providing first class service to our customers and assisting with key operational tasks. This role will suit someone with circa 2-3 years’ experience working in a customer services contact centre environment.

This role is being offered on a 12-month contract basis.

About daa

What daa offer

KEY RESPONSIBILITIES:

Responding to customer queries primarily through phone but with some exposure to email, chat etc efficiently, accurately and in a professional manner.

Identify customer needs, resolve complaints, and provide solutions.

Maintain ownership of call throughout the caller’s request including raising ticket on internal software as necessary.

Leverage data and insights gathered by the calls to recommend and influence process improvements.

Identifying process improvement opportunities following our Lean strategy.

Champion excellent customer service within the team and wider unit.

Demonstrate commitment to the company and daa Shared Services vision.

KEY RESPONSIBILITIES:

Responding to customer queries primarily through phone but with some exposure to email, chat etc efficiently, accurately and in a professional manner.

Identify customer needs, resolve complaints, and provide solutions.

Maintain ownership of call throughout the caller’s request including raising ticket on internal software as necessary.

Leverage data and insights gathered by the calls to recommend and influence process improvements.

Identifying process improvement opportunities following our Lean strategy.

Champion excellent customer service within the team and wider unit.

Demonstrate commitment to the company and daa Shared Services vision.

KNOWLEDGE, SKILLS & EXPERIENCE:

2-3 years’ experience working in a Customer Service role.

Proven ability to multi-task, prioritize and manage time effectively.

Proven ability to use own initiative when dealing with customers.

Strong phone contact handling skills and the ability to actively listen.

Ability to handle significant call volumes and work well under pressure.

Prior experience working in a customer service contact centre.

Prior experience working with CRM systems and practices.

Committed to daa values.