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Job Opening
 
  General Information  
 
  Job Title:  Customer Care Agent - Dundalk  
  Job Type:    —  
  Job Schedule:  Full-time  
  Salary:    —  
  Needed by:    —  
 
  Job Description  
 
 
Digiweb is a full-service communications provider. It provides broadband and telephone services to Residential and Business customers.







As a Customer Care Agent you will be tasked with providing high quality and consistent levels of support to our customers.







Job Purpose and primary duties:



• To handle telephone enquiries in a professional and courteous manner.



• Read, understand and address customer enquiries in a timely fashion.



• Achieve call targets and increasing the effectiveness of all customer contact.



• Thoroughly document queries, investigations and actions via the company record keeping facility.



• Maximize retention opportunities by responding to inbound disconnect / downgrade calls in a continuous effort to retain customers.



• Escalate issues to administrators and managers as appropriate.



• Maintaining a strong customer focused culture within the contact centre, continuously monitoring and recording call statistics and call drivers in order to influence and increase customer satisfaction and service excellence.



• Follow company-wide procedures to improve all customer contact and experiences.



• Innovatively implement such strategies and procedures as to ensure service excellence across all contact centre interactions.



• Ensure that contact centre practices and targets are streamlined with overall company objectives.



• Accurate and relevant reporting to Team Leader.



• Identify trends or suggest modifications to existing practices that could reduce the risk of customer cancellation.



• Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs.















Skills / Experience Required:



• Fluency in English.



• Analytical and problem solving skills.



• A confident professional telephone manner.



• Excellent interpersonal and communication skills (both written and verbal).



• Strong investigative, analytical skills and problem resolution skills.



• A commitment to the delivery of quality customer service.



• Ability to work independently within a team environment.



• Computer literate and good typing skills.



• Accuracy and attention to detail is essential.



• Minimum of 1-2 years Customer Service experience in a fast paced growing industry.











Benefits:



• Attractive Salary







Full Training and on-going Sales coaching will be provided



Initial 3 month contract
 
 
  Job Requirements  
 
      
  Education:    —  
  Experience:    —  
 
 
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