Customer Service Training Specialist (Full-Time)

Job description

Job Purpose: The role is a combined role of that of Customer Service Advisor for Mr. Binman with the key requirement to handle customer interactions in a multichannel contact centre environment. An agent will need to interact with customers over several communication channels, including voice, email, and chat. The suitable candidate will need to ensure that all customer queries are handled efficiently whilst at the same time balancing the needs of the company. The suitable applicant will also need excellent written and communication skills.

In addition, the role will combine with that of a Training Specialist, responsible for all training requirements of the Household Department. As Training Specialist, the successful candidate will train in collaboration with Department Management to deliver training to all new recruits.

The successful candidate will initially be required to spend 2 to 3 weeks training onsite in our Head Office. We are offering the role with the option of it being onsite, hybrid or remote. Please note, should your preference be hybrid or remote, there will be times that you will be required to work onsite for training etc.

Should your preference be to work from home or hybrid, you will need a suitable working area which will be subject to a DSE and H&S assessment.

Responsibilities (Customer Care Advisor):

Dealing with inbound calls in a timely manner and ensuring satisfactory completion of all calls.

Responding in writing to inbound email queries.

Communicating with customers via live Web Chat.

Outbound service calls to customers.

Ability to perform a variety of administration duties applicable to Mr. Binman.

Set up new Domestic Customer accounts.

Work closely with colleagues both in the Domestic department and across other departments to ensure satisfactory conclusion to customer issues.

Responsibilities (Training Specialist):

Performs a key role in a very busy environment in the design and development of training programmes. As part of their core role, it will involve direct collaboration with Management in the delivery of agreed training programmes.

Tracks performance against training plans and reports regularly to Management, with an objective to drive performance and compliance.

Create and revise department curricula.

Working closely with Management to carry out Training Needs Analysis and develop plans to ensure training needs are completed. The training specialist will complete periodic reviews of training requirements.

Requirements

1 Year Call Centre Experience dealing with customers required.

Training Qualification and 1 year training experience.

A professional manner when dealing with our customers.

Ability to solve problems and resolve day-to-day issues.

A comfortable knowledge of technology and computer systems.

Excellent written and communication skills.

Schedule

• Day shift.
• 40 hour week.
• Monday to Friday with some optional Saturday work.

Job Type: Full-time

Pay: €30,000.00-€32,000.00 per year

Additional pay:

• Commission pay
• Performance bonus

Benefits:

• Bike to work scheme
• Company pension
• Employee discount
• On-site parking
• Work from home

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Application question(s):

• If working remote, will you be able to work onsite dependent on business needs?

Education:

• Leaving Certificate (preferred)

Work Location: Hybrid remote in Limerick