Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions. Research and resolve customer concerns accurately, proactively addressing potential future issues to minimize recontacts. Act as an escalation point for agents, assisting with complex customer interactions and ensuring timely resolutions. Mentor and coach new agents through one-on-one and group training, tracking progress and providing feedback. Provide regular feedback to managers and team leads on agent performance, customer issues, and process improvements. Maintain account confidentiality, ensuring customer privacy and security in all interactions. Collaborate with operational support teams to identify and resolve system or process issues impacting customer experience. Process and manage customer interactions across multiple communication channels, including consult lines, escalation lines, email, fax, and work queues. Work From Home within Republic of Ireland 2 years of relevant work experience Fluent English and French are required for this role Strong verbal communication skills, utilizing active listening Strong written communication utilizing proper grammar and punctuation Strong organizational, communication, and interpersonal skills. Proven ability to drive results through a clear vision and strategic direction. Skilled in prioritizing tasks, identifying urgent needs, and delegating responsibilities to ensure timely achievement of goals. Enthusiastic learner with a keen ability to adapt to new software and technologies. Experience with external systems, internet applications, and CRM tools, including proficiency in Microsoft Office Suite. Capable of multitasking across multiple systems, screens, and tasks during customer interactions. Excellent time management skills and commitment to adhering to schedules. Customer Focus Listening skills Problem solving Composure Drive for results Functional/Technical Skills Ethics and Values Integrity and Trust Must already possess valid authorization to work in the country where the position is advertised/located.
