Role Title:

Customer Service Executive – Request Fulfilment

Business Area:

About This Role:

As part of our on-going reshaping within eir evo our strategy has been to re-position eir evo as an integrated telecommunications and information technology services provider. A key part of this strategy is the provision of a Managed Services Centre to act as a single integrated response centre for all of the solutions that we are selling and delivering in eir evo. As part of the Customer Service team, this role has responsibility to be an integral member of a team which will develop into a centre of excellence that consolidates all of our internal support structures into a single ISO compliant response centre within eir evo

Expectations From The Role:

Objectives include:

• Act as a key member of a team within an ISO2000 Managed Service Centre that acts as a single customer response centre across all of solutions delivered within eir evo.

• Demonstrates best practice focused on Customer Response management and SLA/ query & order management. The Result will be that teams will execute consistent excellent service management that produces consistently high levels of customer satisfaction.

• Support effective SLA/Order management within the Service and Assure team as well as other eir evo functions and our clients

• Manage Customer calls and queries within defined Key Performance Indicators.

• Participate in a shift rota

• Contribute to developing and executing the customer service strategy

• Successfully delivering the target Customer Experience

• Management of and compliance with customer SLAs

• Work on own personnel development to contribute to the capability of the overall Operations Team.

• Support the achievement of the eir evo’s wider strategic, financial, operational and customer objectives

• Drive the adoption of eir evo’s Values into both the Service function and wider teams.

• Maximise personal contribution to leadership of eir evo & the Group overall

• Demonstrated passion for excellence.

• Proficient in all eir systems and applications

• UG, TIS, eCom/ROC, Salesforce, AMP FL, Post-out,Sorts, CMS & ASP.

Tasks

• Participation in cross functional teams which manage sizeable orders/projects for Business customers

  • Order Processing

  • Query Processing / Resolution

  • Case Management

  • Call handling

  • Diverts

  • Change Request (name Changes, Account Transfers)

  • Billing Queries (Bill Analyser)

• To support a self-managed team theory and sustain a positive work environment that fosters team performance through own work and behaviour

• To complete forms/service orders on the appropriate systems to process customer requests and transactions. Pro-actively updating the customer during the life cycle of the order/request

• To work on activities/ projects as required by the business, liaising with customer on progress of same

• Remote provisioning/service request including CPE

• On line resolution

• Single point of contact for assigned customers, which will require report generation, ongoing review of service levels with their customers to ensure that all explicit and implied service level commitments are being met. This will be done through regular conference calls, and occasional face to face meetings.

• Responsibility to ensure the satisfaction of the customer’s stated and implied needs

• Support all elements of a customer delivery, liaising with project managers, and contribute to the management of the customer relationship.

• Act in a supervisory capacity if and when required

• Work to continuously improve the service that we supply to our clients both from an internal and external perspective – for example, feed back any learning’s from the service we provide to line management, and help identify improvements.

• Act as a mentor for other team members either as a direct manager or to support other members that need to develop in areas that you have strengths in

• Provide support for all elements of our complex SLA solutions which combines interfacing with relevant parts of eir and third parties.

• Contribute positively to the overall team culture and vision

• Manage own personal development effectively

• To understand the regulatory, fair trading and competition rules sufficiently to be able to comply with them relying on their own knowledge or their ability to recognise when they will need specialist support.

• To maximise personal contribution to the team:

• Support other team members in the achievement of their key objectives

  • Act as a role model and ambassador for the eir evo values

  • Promote knowledge sharing on key issues

• Role-model a performance management culture – 100% on time completion of objectives & development plans

Key Performance Indicators

• SLA Metrics

• Adherence to Performance Management process.

• Customer satisfaction metrics

• On line resolution

• Customer Experience improvements related to delivery

• Support ISO compliance

Requirements For A Successful Application:

Competencies

Business Competencies

• Results Focus (3)

• Customer Focus (3)

• Problem Solving (1)

• Business focus (3)

People Competencies

• Teamwork (2)

• Oral and Written Communication (2)

• Interpersonal Skills (2)

• Influencing and winning commitment (2)

Experience

• Experience - Min 4 years industry experience

• Industry Background – Comms/ICT

• Good PC skills – eg ECDL

• Knowledge of Business core ICT solutions portfolio

• Knowledge of Fixed Line Telecoms technology and infrastructure

Others:

Line Manager

• Service Desk Manager