February 4, 2019

Telecoms Customer Service Representative

Job Description

Excellent opportunity and salary available for Customer Service Representatives

Our Client wants only the best customer service professionals to serve their customers.  Customer Centric Professionals with proven track record in customer service in similar roles should apply now!

If you're smart, ambitious, and interested in telecommunications, then you should consider advancing your career with our client. We want skilled and ambitious people to help our client become the No. 1 provider of communication solutions, voice, data and mobile, to Irish business and residential customers.

Un-Capped sales incentive Paid Monthly

Our Client provides an excellent basic salary, coupled with a sales incentive package, free line rental at your place of residence and preferential rates on local, national and international calls.

The Purpose of the Role

To be the voice of our Client, the Champion of the Customer, to understand the Customers need and to resolve the customer query in a timely and professional manner, ensuring best in class customer experience.

Job Responsibilities

  • Act as first point of contact for Customers;
  • To answer inbound customer calls;
  • To investigate all customer queries;
  • To provide feedback to customers on ongoing issues;
  • To close all customer queries in a timely fashion;
  • To log all customer interactions in the CRM;
  • To listen with empathy to all customer queries;
  • To make outbound customer calls promoting products and services;
  • To make outbound customer lifecycle;
  • To assist in all customer activities to drive loyalty and decrease churn;
  • To handle inbound customer email and snail mail, logging queries to CRM and responding to customer in their chosen method of contact;
  • To maintain the proactive customer service approach unique to our Client;
  • Establish and maintain good relationships with clients, networking groups, professional organizations and the community in order to develop new business;
  • To understand the customers’ business, position and requirements;
  • To achieve minimum customer service targets by ensuring that all customer queries and outbound contacts are handled within timeframes;
  • Maintaining a thorough working knowledge of all services offered and awareness of the competition, i.e. market share, pricing, services offered, etc.;
  • Completing all required customer service reports;
  • Other duties as may be assigned from time to time at the discretion of the management team;

Minimum Qualifications

  • 1-2 years of proven Customer service experience with a record of consistently exceeding customer needs;
  • Previous experience as a Customer Service Professional in a fast paced and target driven environment;
  • Experience in providing a FCR (First Call Resolution) to the customer;
  • Experience of taking ownership of customer issues on behalf of the company, to resolve the customer issues in a timely and professional manner, to keep the customer up-to-date on all queries, pursuant to company policy and procedure;
  • Experience in answering inbound calls, ensuring that all calls are handled in a professional manner, and that all customer contacts are recorded pursuant to company policy and procedure;
  • Experience in making outbound customer centric calls, with a view to add value to the customer relationship, and extending the life of the customer;
  • Experience of providing feedback from customers to management in an constructive and professional manner;
  • Experience of assessing customer needs with a view to up-selling and cross-selling products and services;
  • Demonstrated work ethic;
  • Strong ability to foster meaningful business relationships;
  • Ability to connect with a customer in a non face to face situation;
  • Proficiency using Excel, MS Word, Outlook, and the Internet;

Personal Qualifications

  • All Applicants must have the right to legally reside and work in the Republic of Ireland without any restrictions or limitations;
  • Flexibility with regard to working hours;
  • You have recent contact/call centre experience;
  • You have worked in a team environment and fully understand the dynamics of a team environment;

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Dublin 24
Career Level
Job Type
Job Last Updated
February 11, 2019


Colm O'Rourke
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