670CU17 - Customer Service Specialist. IRELAND. Irlanda
Búsqueda de Empleados de ventanillas de informaciones en IRELAND (Irlanda)
Clasificación del trabajo:Personal de apoyo administrativo : Empleados en trato directo con el público : Empleados de servicios de información al cliente : Empleados de ventanillas de informaciones. Clerical support workers : Customer services clerks : Client information workers : Enquiry clerks.
Descripción de la oferta de trabajo:
Reporting to the Customer Service Lead, the Customer Service Specialist is responsible for ensuring excellent complaint and escalation resolution for Irish Water. This requires monitoring complaints and escalations to ensure resolution is in line with the regulatory standards and supporting the accurate and timely reporting of performance. The role also requires monitoring of quality of complaints resolution with in the contact centre. The Customer Service Specialist will be required to work closely with the key stakeholders including any outsourced providers, to track and monitor all complaints within the business. Main Duties and Responsibilities: • Liaison with Operations/Meter Program/Asset/Communications Managers to ensure complaint and escalation resolution is within criteria. • Co-ordination of complaint reporting including jeopardy reporting to senior management team • Management of complaints and escalations team within contact centre to ensure processes are adhered to. • Co ordinate with the wider Customer Operations team to complete all customer service related escalations and complaints including billing, payments, credit and collections and customer management. Knowledge, Skills and Experience: Third level qualification, with minimum 3-5 years relevant experience ideally in regulation or Utilities, Telecoms or Financial Services. • Good knowledge of the Customer Care functions within a call centre environment, preferably with experience of working in complaints. • Analysis, judgment, and sensitivity to Customer needs. High tolerance to deal with irate customers under stressful situations Please see link to website for further information: https://www.water.ie/about-us/careers/customer-service-speciali/
Servicio de empleo de origen:Public Employment Service of Ireland.