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 Position:
XEL Welcome
Centre Customer Support Agent
Key Roles and Responsibilities:
- Answer telephone calls and deal with them promptly,
efficiently and with empathy to ensure a positive experience for
our customers.
- Validate Customer service entitlements.
- Customer details and requirements for data entry
- Categorise and deal with appropriately:
- Invite customer to participate in telephone problem resolution
using casebase system tools to diagnose and resolve technical
problems.
- Where problems cannot be resolved, forward software issues
to CSC helpline and hardware issues to Engineer using voice
and data transfer systems.
- Log consumable orders on appropriate systems.
- Use judgement to deal with calls that can not be handled
by the Welcome Centre and forward them as appropriate. For
example to Customer Education, Logistics and other XL functions
as required.
- Escalate any customer issues as appropriate in order to meet
their requirements.
Contribute to the achievement of Welcome Centre
performance targets through all activities.
Key Role Tasks and Activities:
- Able to communicate with accuracy and clarity both
verbal and written.
- Able to control interactions with customers using
persuasion and influencing skills.
- Able to work under pressure and deal positively
with difficult situations.
- Aptitude for understanding and solving problems.
- Able to handle problems methodically and logically.
- Able to convey sensitivity and a positive approach
to customer needs.
- Can demonstrate effective interactive skills and
ability to work as part of a team. Excellent attendance and punctuality
records.
Education & Experience
Essential
- Educated to Leaving Certificate
level and be able to demonstrate an aptitude to learn the role.
- Experience of using a keyboard
and computer systems.
- Fluency in English and native
language of customer base.
Desirable
- Working knowledge of a customer
focused environment, dealing with customer queries face to face
or by telephone.
- Living and working in country
of customer base.
- Previous exposure to a culturally
diverse environment.
Additional language capability.
Competencies:
Skills & Knowledge:
- Committed approach to team
work.
- Willing to assume responsibility
for customer problems.
- Able to maintain and project
a helpful and courteous attitude in any circumstances.
- Resilient under pressure and
adaptable to unseen work demands.
- Self motivated to learn new
skills to progress within the organisation.
- Flexible attitude towards working
patterns.
Attributes:
The Welcome Centre Customer Support Agent is the first point of
contact for our Customer requiring service support and consumables
and as such strongly influences their satisfaction, experience and
perceptions of the Company. It is their role to, positively manage
telephone interactions with our Customers using appropriate processes,
tools and systems to address the Customers requirements with speed
and efficiency.
Job Location: Dublin
Timing / Job Open: Immediate
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