Customer Service Agent

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Customer Service Representative, Limerick

Virgin Media Ireland

About Virgin Media:

Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. Every day we deliver connections that really matter for Irish Consumers and Businesses with multi award-winning services including broadband, TV, mobile and home phone. Our Virgin Media Business division provides the fastest broadband speeds and connectivity solutions for entrepreneurs, businesses, and the public sector.

Virgin Media Television, our broadcast division, is Ireland’s number one commercial broadcaster offering three free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, as well as the Virgin Media Player. We are a significant investor in home produced content, including news, current affairs, and drama, as well as offering the best in international programming. Our advertising sales agency, Virgin Media Solutions, creates unique, innovative campaigns for our business and for third party clients across the UK and Ireland.

Virgin Media is part of Liberty Global, one of the world’s leading converged videos, broadband and communications companies, with operations in six European countries.

For further information please visit: www.virginmedia.ie

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.

Specific Duties & Tasks:

• 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.

The Person:

• 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.

Requirements:

• 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

Virgin Media is an equal opportunities employer. Having a diverse workforce is critical to the success of our business.

Job Types: Full-time, Permanent, Fixed term

Pay: €27,500.00-€28,000.00 per year

Benefits:

• Bike to work scheme
• Company pension
• Employee assistance program
• Employee discount
• On-site gym
• On-site parking
• Private medical insurance
• Store discount
• Wellness program
• Work from home

Language:

• English (required)

Work authorisation:

• Ireland (required)

Work Location: Hybrid remote in Roxboro Rd. Limerick, CO. Limerick