Customer Value Management Representative - Virgin Media
About the Role: Virgin Media Ireland are committed to keeping our customers connected. To help us do this, we are recruiting for customer value management representative, one of our most critical roles. In this role, you’ll help us provide excellent service to Virgin Media customers. You’ll communicate with customers and help resolve their queries in a professional and friendly manner. We’ll provide the in-dept training, to help you get familiar on what’s needed to offer first line, and first-class support to our customers.
The primary role of a customer value management representative is to take ownership of incoming and outbound cancellation, sales and house move requests. Agents must be passionate about delivering for our customers, genuinely interested in the industry and relish delivering in a fast-paced environment. You will be required to be flexible in this position and must be prepared to undertake such other work as may be assigned to you by the company from time to time. Such work can be outside the area of your normal duties.
The working hours for this role are 37.5 per week.
Specific Duties & Tasks:
• Support our customers by providing a great customer experience aligned to Virgin Media values.
• Support business growth by upselling/cross selling as the opportunity arises.
• Engage with customers, be relentless in resolving their issue, minimising customer disruption.
• Provide proactive updates to customers where required, ensuring a great experience.
· Take ownership of the customers journey, to provide a seamless customer experience.
· Contribute to your team and department performance through meeting your agreed weekly targets.
The Person:
• Experience in a Contact Centre environment is desirable but not essential. We’ll help you with training and support, to get you settled.
• Proactive & Reactive retentions
• Comfortable talking to customers over the phone.
• You’ll enjoy it here if you’re hardworking with a can-do attitude.
• A self-starter, interested in their own development, and how we can help you get there.
• First-class problem-solving skills, attention to detail with high work standards.
• Ability to work independently but also engage with your team to make things better.
• Good typing and computer skills will be an advantage, but not essential.
• Enjoys working in a fast-paced environment, with lots of diverse challenges and opportunities.
· Ability to collaborate with your team through weekly meetings both onsite in the office and through teams.
Requirements:
• Hybrid working model, currently one week remote and one week in the Limerick office.
• To support working from home, you’ll need a minimum of 5MB Broadband.
• Training and coaching will be full time in the Limerick office.
• You’ll need to be able to travel to and work from the Limerick Office in line with business needs.
For further details please contact [email protected] or call 061 208 126
