• IFA Customer Service Executive - €25k

    Posted Date 3 weeks ago(27/06/2018 13:56)
    ID
    2018-2184
    # of Openings
    2
    Job Locations
    IE-Dublin
    Category
    Customer Service/Support
  • Overview

     

    IFA Member Services logo

    Role Summary:

     

    The Customer Service Team within IFA Member Services provides front line support to IFA Telecom customers through inbound and outbound calls, email and online queries. The team are proficient in dealing with telecom and broadband service queries and fault diagnostics, customer billing queries and order processing.

     

    The role of the Customer Service Executive is to give IFA Members a tailored customer service experience, dealing with calls in an efficient, professional and friendly manner, taking ownership of issues while striving to resolve these at first point of contact.

     

    Package

    • €25k basic salary
    • €2k yearly bonus based on overall performance and approach to the role and their members. 

    Hours of Work

    • Monday to Friday Shifts 9am - 5pm, 9:30am- 5:30pm or 10am - 6pm
    • 1 1/2 day on a Saturday per month 10am - 2pm 

    The Benefits

     

    • 25 days holidays.
    • Subsidised canteen.
    • Attractive working hours, accessibility via, bus, Luas or car. Close to Red Cow/M50 and free parking.

    Responsibilities

    • Ensure customer calls and queries are answered promptly with a focus on first call resolution.
    • Track and take ownership of all queries ensuring follow through until resolved.
    • Provide a high standard of customer service within a member focused team.
    • Provide level one technical support for fixed line phone and internet services. Including troubleshooting service issues and talking customers through technical queries in a clear concise manner.
    • Accurate and efficient data entry and order processing.

    Qualifications

    • Excellent call handling skills and strong communication skills.
    • Demonstrate excellent attention to detail.
    • Show initiative and be able to work to tight deadlines.
    • Be customer focused, pleasant and professional at all times.
    • Ability to articulate detailed technical instructions.
    • A strong technical knowledge of PCs, laptops, tablets and smartphones to assist with troubleshooting technical queries.

    Customer service experience with telecom and broadband technical support is essential. Min 1 year experience required.

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