Job description
Customer Advisor/ Helpdesk Agent - Banking - Tallaght
Cpl is partners with a leading brand in the Banking industry and have enviable opportunities available to Experienced Customer Service professionals/ Students who want to kick start their career in a professional, forward-focused and customer-centric environment.
This role will provide full 360 support to you by way of full on-site training, and an excellent team atmosphere. This is an environment where the customer is the focus, and as a member of the team, you will be central to that delivery.
Job Purpose:
- To proactively respond to Business On Line Customer technical, navigation, payment and administration queries
- To provide support to all other Business Line departments in relation to customer queries.
- To provide best-in-class service to all our customers by achieving service standards
- To make callbacks to customers when required and ensure compliance scripting is used for outbound calls.
- Comply with audit procedures – CUA passwords
Job Dimensions and Responsibilities:
- Demonstrate a professional telephone manner
- Demonstrated a high-quality performance
- Strong customer focus track record and proven commitment to customer excellence standards at all times
- Accuracy and attention to detail are 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
Job Types: Full-time, Contract, Hybrid (3 days in the office)
Salary; €28,000 per year
Location: Tallaght