Customer Service Representative - Sky

ActavoCustomer Service Representative - Sky Customer Service Dublin Permanent PART 1: Role Details Role Title Customer Service Representative (CSR) Department Sky Reports To Customer Service Manager Location D12 PART 2: Role Purpose You will interact with customers on behalf of Actavo by providing information about products and services, responding to customer complaints, and process returns. CSR’s are responsible to help achieve the back office KPI’s daily. In addition, the role involves other administrative activities relating to reporting. Benefits: Hybrid working model after probation period Pension plan Employee assistance programme Refer a friend scheme Cycle to work scheme Maternity pay Ample free on-site parking Employee discounts – on hotels, gyms, electronics and more Educational assistance Modern office with excellent facilities Career progression opportunities Christmas savings club Long Service Awards Life assurance – 4 times your annual salary PART 3: Principal Responsibilities Adhere to and maintain compliance with all Health and Safety procedures within your work. Ensuring you are responsible for yourself and/or team members who report into you Answering and resolving inbound call enquiries and demonstrate ownership of customer issues in terms of follow up and escalation Ensure issues are resolved both promptly and accurately in accordance with service level agreements (SLA’s) Handle and resolve all customer complaints for customer satisfaction and proactively seek to identify the root cause to prevent reoccurrence Responsible for producing correspondence and documents, and maintain presentations, spreadsheets and databases for the Customer Service Manager Responsible for producing correspondence and documents, and maintain presentations, spreadsheets and databases for the Customer Service Manager Initiate outbound contacts with customers, responding to any enquiries or queries Research required information by both customers and other departments if needed using available resources Ensure computer database updates and alt-logic requirements are met Acquire full knowledge and be familiar with all Sky products Provide Sky Engineers with technical information where required and ensure timely follow up on Engineers paperwork Route calls to appropriate resource efficiently Produce Service Engineers weekly invoicing Compile reports on a daily and weekly basis, practicing and maintaining an efficient and effective filing system Provide recommendations and solutions and suggestions for process improvement where applicable PART 4: Person Specification Experience Previous experience working in a customer service role in a contact centre environment is desirable but not essential Skills & Competencies (evidence of) Technical Excellent computer skills, including advanced knowledge of Microsoft Office – Word, Excel and PowerPoint Good data entry and typing skills Interpersonal Strong organizational, interpersonal and communication skills required Business Skills Customer Service skills Time Management Communication and Negotiation Problem Solving Personal Courteous and friendly professional telephone manneressential Problem Solving Listening and Customer Service skills High level of initiative and creativity. Must have a positive nature, can-do attitude and be a team player Flexibility in line with business requirements Ability to represent the companyina professional manner at all times ACT 2