Inbound Call Advisor

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We are seeking a customer-focused and enthusiastic Inbound Call Centre Representative to join our team. The successful candidate will be responsible for handling incoming customer calls, responding to enquiries, providing accurate information, resolving customer issues, and delivering a high standard of customer service.

The ideal candidate will have excellent communication and listening skills, a positive attitude, and the ability to remain professional and calm in a busy call centre environment.

Key Responsibilities

• Handle incoming customer calls in a professional, friendly, and efficient manner.
• Respond to customer enquiries regarding products, services, accounts, orders, or general information.
• Identify customer needs and provide appropriate solutions and guidance.
• Resolve customer complaints and issues promptly, escalating complex matters when necessary.
• Accurately record customer interactions, enquiries, and outcomes on the relevant computer systems.
• Maintain up-to-date knowledge of company products, services, and procedures.
• Follow company policies, quality standards, and data protection requirements.
• Meet agreed customer service targets, call handling standards, and performance objectives.
• Provide clear and accurate information to customers at all times.
• Work collaboratively with colleagues and other departments to ensure customer satisfaction.
• Maintain confidentiality and handle customer information responsibly.

Skills and Qualifications

• Excellent verbal communication and active listening skills.
• Strong customer service and problem-solving abilities.
• A friendly, patient, and professional telephone manner.
• Good IT skills and confidence using computer systems.
• Strong attention to detail and accurate data entry skills.
• Ability to multitask and manage calls efficiently.
• Ability to work under pressure in a fast-paced environment.
• A positive attitude and willingness to learn.
• Previous customer service or call centre experience is desirable but not essential.
• Fluency in English; additional languages are an advantage where relevant.

Personal Attributes

The successful candidate will be:

• Customer-focused and approachable.
• Reliable, punctual, and organised.
• Patient and empathetic when dealing with customers.
• A good team player with a proactive attitude.
• Professional when handling challenging conversations.
• Motivated to achieve individual and team objectives.

Key Performance Indicators (KPIs)

Performance may be assessed against the following measures:

• Customer satisfaction scores.
• Call quality and professionalism.
• First-call resolution rates.
• Attendance and punctuality.
• Accuracy of customer records.
• Adherence to call handling procedures.
• Achievement of agreed service level and productivity targets.

Working Environment

The role is based in a busy contact centre environment and involves handling a high volume of incoming calls. Training and ongoing support will be provided to help the successful candidate develop the knowledge and skills required to perform the role effectively.

What We Offer

• Comprehensive training and onboarding.
• Ongoing coaching and development.
• Supportive team environment.
• Opportunities for career progression.
• Competitive salary and benefits, depending on experience and company policy.

Pay: €34,855.00-€73,790.00 per year

Benefits:

• Bike to work scheme
• Company events
• Gym membership
• Private dental insurance
• Private medical insurance
• Sick pay
• Work from home

Work Location: Remote