Thursday, April 25, 2013

Urgent English speaking Technical Helpdesk Agent - CPL ... -

My Client is looking for a Technical Helpdesk agent to join a new Team based in Tallaght.

What we are looking for:

The Technical helpdesk Agent reports directly to the Business On Line Helpdesk Team Leaders

Job Purpose

? To proactively respond to Business On Line Customer technical and navigation queries

? To provide support to all other Business On Line departments in relation to customer queries.

? To provide best in class service to all our customers by achieving service standards

? To make call backs to customers when required and ensure compliance scripting is used for outbound calls.

Job Dimensions and Responsibilities

  • Demonstrate a professional telephone manner
  • Demonstrated a high quality performance
  • Strong customer focus track record and proven commitment to the customer excellence standards at all times
  • Accuracy and attention to detail is required in all aspects of the job
  • Ability to work as part of a team
  • Ensure all emails are responded to in a timely fashion and within compliance and procedural directives
  • Maximise Telephone availability and effectively manage call duration and after call work.
  • To contribute to Teamwork
  • To provide best in class customer service
  • To be flexible and open to change

Key Performance Measures.

  • Customer satisfaction ? both external and internal
  • Quality Service
  • Service Accuracy as required within goals
  • Contribution to Performance Management Targets
  • Compliance ? ensuring that all BOI group policies are adhered to

Key Competencies

  • Customer interaction & Promotion of Online services
  • Problem Solving
  • Inter-departmental relationship Building
  • Customer Focus
  • Treating customers Fairly
  • Effective Communication
  • Positive Image
  • Teamwork
  • Resilience

Please contact Cormac on (01)6146177 or email cormac.loughlin(at) our CV today!!

Location ? Co.Dublin Payment 21,000 Category Call-Centre / Customer Service. Terms Permanent, Full-time Last updated 24/04/2013 Contact CPL Language Jobs Team


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