REED are working with an IT company in Sandyford, Dublin 18 who are seeking a Customer Service Support candidate on a permanent basis. They are a small company but growing, this role has become available due to an internal promotion. The role is heavily phone based so the chosen candidate must have phone experience and feel comfortable taking inbound calls.
Salary - €30,000 - €35,000
Office based Monday – Friday, 9am – 5.30pm
Hybrid working can be discussed after 6 months’ probation
Pension
Social events
This position will support the engineering support team and the engineering Support Manager with the objective of delivering excellent customer service to our customer base. This role will effectively act as the first point of contact for customers requesting assistance and is responsible for the effective allocation of such requests to the engineering team.
Duties & Responsibilities
- Managing all incoming calls – 8 calls per hour approximately
- Registering all support requests on the inhouse ticketing system.
- Managing the support queues with the service management team including allocating tickets to engineers and managing the SLA response times.
- Directing urgent calls to appropriate internal resources.
- Updating daily system reports and weekly engineer performance reports.
- Supporting the Service Manager in delivering excellent customer service.
- Finance team support
- Detailing out licence volume numbers to support the billing process
- Contacting our customer to collect outstanding values / identify any disputed amounts.
- Ensuring any customer issue is dealt with expeditiously
Skills & Attributes required
- Previous experience dealing with customers over the phone or in a customer service role desired.
- Excellent customer service and communication skills.
- Comfortable working on their own initiative, as well as part of a team.
- Confident in fulfilling the debt collection responsibilities.
- Strong time management skills to deal with high volumes of calls.
- Proficient in Excel and MS Word