Job description
Job Summary:
In a nutshell – you will provide efficient, professional and effective technical customer support in response to customer issues and queries.
Job Description :
What does the Company do?
Wellington IT is part of Volaris, an operating group of Constellation Software Inc, a large corporate business based in Canada.
Wellington IT provides the most successful range of Credit Union software in Ireland, currently moving billions of euro each year and managing funds for more than 1 in 4 Irish people. Our customers use our software to power every aspect of their financial services business from savings and loans, to business intelligence, online banking, mobile apps, debit card services, and ATMs.
What is unique about the role/ Company?
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You will get the opportunity to work in a close-knit team with lots of support and attention so the learning will be second to none!
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Our culture and environment are fun, down-to-earth, and inclusive, and every role is important so you can really make your mark!
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You’ll not only get the opportunity to make a key contribution to the way we run our business locally but you’ll also be able to navigate your future career within the wider Volaris Group globally – the best of both worlds we think!
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Perks? Where do we begin? Well, 35 days leave + your birthday off (because what is worth celebrating more than being born?), competitive base salary + a market-leading discretionary bonus scheme for all permanent staff, healthcare provision, flexible working, wellbeing incentives, regular social events, and a host of training and development opportunities. We also offer a comprehensive onboarding process including a Buddy Programme as well as access to experienced industry experts both locally and across the globe as part of the Volaris family – all with a view to helping you grow your career and perform at your best, both inside and outside of work!
What will I be doing day to day?
We are looking for dynamic Customer Care Agents to join our Customer Care team. These roles require experienced customer-focused staff with excellent attention to detail and exceptional communication skills.
If you are customer-driven and display a positive attitude to your work you may be a great fit for Wellington IT, so get in touch with us today!
In a nutshell – you will provide efficient, professional, and effective customer care in response to customer issues and queries.
In a bit more detail you will be;
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Manage incoming calls and blended communications from customers
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Documenting and updating Customer queries or issues in the ticket management system and tracking incidents through to resolution/escalation
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Identify and assess customers’ needs to achieve satisfaction
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Build relationships and trust with customers through open and interactive communication
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Provide accurate, valid, and complete information to customers and internal departments by using the appropriate methods/tools
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Meet personal/customer experience team SLA targets and contact/ticket handling quotas
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Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
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Keep records of customer interactions, process customer accounts and file documents
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Follow communication procedures, guidelines and policies
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Take the extra mile to engage customers
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This role will require working Shifts including Saturdays.
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Performing any other reasonable duties as required by Management
Who will I report to?
Helpdesk Team Lead
What do I need to be eligible to apply?
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Customer Experience Support Agent top skills & proficiencies:
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Essential Skills & Experience
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Experience resolving Customer requests on the first contact where possible and where not , ensuring we action the request to the right team.
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Proven Customer Support/Service experience or experience as a Client Service Representative
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Track record of delivering “Best In Class” Customer Experience
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Strong phone contact handling skills and active listening
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Familiarity with CRM systems and practices
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Customer orientation and ability to adapt/respond to different types of situations
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Excellent communication and presentation skills
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Ability to multi-task, prioritise, and manage time effectively
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Familiarity with Microsoft Suite of Applications (Word , Excel etc.)
You need:
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Preferably at least 1 years experience in a customer facing/focused role
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Strong customer focus and client expectation management skills
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Excellent written and verbal communication skills
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Currently holds independent right to work in Ireland
It’s not a deal breaker but we would really like it if you also had:
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Experience in retail banking/credit union operations
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Knowledge of or experience with the Credit Union market
Wellington IT reserves the right to enhance the criteria as necessary to facilitate the shortlisting process.
How do I apply?
If you think you are the right fit for this role, please click ‘Apply’ and submit your CV via the online application process.
Wellington IT is an Equal Opportunities Employer
Worker Type:
Regular
We reserve the right to enhance the criteria as necessary to facilitate the shortlisting process
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