Customer Service Representative-Mbsc (Pt)

Fexco

Killorglin, Kerry

FEXCO Managed Business Solutions Centre (MBSC) are currently recruiting for experienced Customer Service Representatives to join theirteam in Killorglin. These roles are for a 12 month fixed term contracton a part-time basis working 15 to 20 hours per week (Between 9am-1pm or 6pm to 10pm. Job Purpose: The Managed Business Solutions Centre (MBSC) is an operations centre with particular focus on fast mobilisation and maximizing productivity through the use of the multi -channel technology platform, campaign management and knowledge management tools.As well as operating as an area to support standalone campaigns and pilots, this area also supports long term contracts. The MBSC is a multi-channel contact management centre. Due to a very new and exciting contract we now have a number of Customer services Representative roles available.This role is ideally suited to somebody who enjoys variety in their job as they need to have the skills and flexibility to work across a variety of contact channels and multiple activity types. The successful candidate will be dynamic and flexible and have an ability to prioritise and adapt to changing priorities. They will need to demonstrate an innovative approach to multichannel communication, particularly social media. Main Responsibilities: Answer incoming queries quickly and efficiently capturing all relevant information. Possess a strong focus on quality withexcellent attention to detail at all times across multiple channels. Identify,troubleshoot and take ownership for more complex queries from our customer base and see through to satisfactory resolution. Identify BPI’s, capture and report on these to assist our clients to provide improved customerexperience. Record allinteractions accurately with all necessary information being captured. Provide exemplary Customer Service to all MBSC clients. Proven salesexperience with a focus on achieving targets. Ensure customers are provided with frequent and informative updates on the progress of their query especially where the resolution takes longer than originally anticipated. Nurture and maintainrelationships with key people within our client and partner organisations. Providing first linesupport diagnosis by gathering information and following logical steps toeliminate external factors and identify root cause. Support a “can do” culture in terms ofassisting our customer/ client base. Competencies Required: Customer focused with a proven track recordwithin a relevant customer services environment. Excellent organisational skills. Proven ability to prioritise and multitaskwithin a fast paced environment particularly dealing with social media queries with very short service level agreements. Demonstrate excellent written and verbalcommunication skills. Able to achieve all individual operational targets without compromising on Quality of Service. Demonstrate strong analytical and numericalskills. Must have the ability to troubleshootand find appropriate solutions. Flexible in relation to working hours. Must be proactive in pursuing targets. Experience in social media customercommunication is an advantage though not necessary. Fexcois an equal opportunities employer. This job originally appeared on RecruitIreland.com.

2054 days ago