EMPREGO

Contact Centre Advisor

FRS Recruitment-Roscrea, Irlanda

2 Contact Centre Client Advisers required to work in our Roscrea office.

1x Full time role

Hours of work: Monday - Friday; 9 -5

ABOUT TURAS NUA
At Turas Nua, we support people who are unemployed by providing intensive, targeted and personalised employment support services. The Intreo Partner of National Employment Services (IPNES) contract is delivered by Turas Nua, the Irish employability services provider. Turas Nua is an Irish employability services provider, wholly owned by FRS Network, an Irish cooperative social enterprise, which has been delivering services to Irish communities since 1980.

PURPOSE OF YOUR JOB
To provide a friendly, engaging, multi-channel service that supports contract delivery and engages existing and potential customers to make best use of our services.

PERSON PROFILE
As the first point of contact for our customers you will be an informative and welcoming communicator with a customer first approach. Able to follow and complete the administrative processes and requirements of the contract in a consistent and compliant manner. You will also be flexible and organised to manage your workload to ensure a smooth, professional and efficient customer service

PRINCIPAL ACCOUNTABILITIES / KEY RESULT AREAS

  1. Operate within established CCC procedures to deliver objectives in accordance with service level agreements (SLAs) and expected quality standards.
  2. Following the customer journey process to ensure appropriate contact is made with customers
  3. Address customer's personal constraints during engagement, providing challenge, advice and guidance where appropriate to ensure they have the necessary support, skills and confidence to engage fully.
  4. Resolve enquiries from customers, operations, funding bodies or other organisations, ensuring their queries are answered or they are referred to the person they need.
  5. Perform any other administrative duties as required, working flexibly in response to changing operational demands to support customer focused service delivery.

ESSENTIAL REQUIREMENTS:

  • Leaving Certificate or equivalent.
  • Experience of providing (or a capability to provide) exceptional customer service, including dealing with vulnerable or challenging people in an engaging way.
  • Minimum of one year's experience of general office administrative duties, including experience of similar processes.
  • Minimum of one year's experience of answering first line queries and providing customer focused service delivery.
  • Experience in the use of Microsoft office packages and databases.
  • Fluent written and spoken English.
  • Excellent team player.
  • Highly efficient.
  • Excellent attention to detail.
  • Flexible and approachable.

DESIRABLE:

  • Previous customer service experience.
  • Certificate/Diploma/Degree in a related field e.g. office skills/administration/Business.
    ECDL or equivalent.

INDFRS1