Location: Shannon, Western Ireland (http://www.discoverireland.ie/Shannon.aspx)
Salary: ca. €1500 net, 25-33% shift compensation (weekends, evening or night)
Expect Consultant: Julia Foerster
Contact: Send your CV to the e-mail address you find in the title to find out more
Start Date: ASAP
Dedicated to delivering superior outsourced customer service, our client is changing the landscape of customer care by combining and honing best practices to provide their clients with unsurpassed service and value. With an expanded global team of 51,000 service professionals throughout 80+ centers world-wide, our client provides customer support with the quality, flexibility and expertise that makes them the preferred service provider of many of the world’s leading companies.
The Responsibilities of the Role
• To provide post sales customer and technical support on a wide range of electronic and
operating system devices
• Respond to all customers enquires within given timescales, efficiently and effectively
• Troubleshoot PC hardware and software problems; software installations and upgrades
• Provide first level of support for network, server and security
• Research, resolve, and respond to questions in accordance with policies & procedures
• Communication of problem status to the end user
• Research and supply information in order to propose solutions for customers
• Recognise when a problem or query should be transferred to another department or a
more senior member of staff
• Deal with all letters, email, fax correspondence as required/requested
• Maintain and update customer and internal information
• Enter and retrieve information into local logging system
• Participate in team projects that enhance the quality of the help desk service level, and
promote technical and career growth
• Ability to manage challenging customers
Requirements
• Previous call centre and/or customer service experience essential
• Knowledge of Microsoft operating both 32bit and 64bit systems
• Microsoft productivity applications (i.e. Outlook, Word, Excel, Access, PowerPoint)
• Knowledge of Internet browsing software and Laptop and PC hardware architecture
• Knowledge of Computer security software i.e. anti-virus, firewall etc.
• Knowledge of Multimedia creation and editing software
• Knowledge of Networking Technology i.e. PAN, WWAN and LAN
• Excellent communication and customer service skills
• Schedule adherence and excellent timekeeping skills essential
• Strong typing skills essential
• Identifies customer needs, manages expectations, and defines appropriate next steps in a
logical and efficient manner.
• Proactively solves customer problems
• Ability to work in a face paced environment, on own initiative and under pressure
• Fluency in English and Dutch required
As this is a 365 day and 24/7 operation, so you will be required to work shifts. Any work outside the standard working hours will be compensated with a 25-33% additional payment to your normal salary, depending on weekend, evening and night shifts.