Job Description:

Our customer service teams are supporting business to respond to a huge increase in demand.
The mission of the team seeking this role is to provide best-in-class support to customers.

The Customer Service Representative will be able to multi-task, think on their feet, resolve issues
quickly and decisively, deliver on promises, have excellent attention to detail, have the ability to
analyse information and act according to the information presented, and perform under pressure.

You'll be supporting customers across the country, providing key information, and inputting this
data in an effective and timely manner.

The Customer Service Representative will be working within and promoting the Company Values
at all times - Be Brave, Be Wise, Be Proud and Exceed.

Duties and Responsibilities

This is a telephony-based role, where the successful candidate will support our customers in the
servicing of their accounts on a day-to-day basis.
• Ensure that all customer records are kept up to date in accordance with the relevant CCMA/CPC
regulations we adhere to.
• Answer customer account queries via telephone.
• Consistently provide the highest quality customer engagements, meeting and often exceeding
customer expectations and acting with total integrity.
• Receiving inbound calls from customers through a virtual call centre, answering various
questions.
• Manage outbound phone calls in an efficient and timely manner.
• Collating information from customers via these telephone calls. Documenting information in the
relevant systems and providing the customer with information and updates.
• Completing administration tasks and entering the data collated in a timely manner.
• Ensuring that accurate records are maintained in the relevant systems.
• Perform all duties in line with the expected standard of Quality.
• Following guidelines to ensure service is delivered at a standard that matches the requirements
of the Company and our client.
• Undertake onsite and online training as and when required.
• Positively contribute to the Company’s objectives and targets.

Essential Competencies:

The suitable candidate must have a deep-rooted passion for delivering success. The suitable
candidate must be able to demonstrate,
• Providing solutions to customer’s ensuring their needs are a priority and building strong
relationships with the customers
• Taking responsibility and holding self and others accountable to team commitments
• Working and collaborating with other members of the team to achieve team objectives
• Ability to instill trust and confidence in customers
• Ability to introspect and create realistic personal goals, in order to improve continuously and be
successful in the role
• An ability to learn new skills quickly including adopting new processes and technology.
• Excellent MS office proficiency - Familiarity with CRM tools is desired.
• Excellent fluent English - written and spoken.
• Understand the importance of Data Protection and adherence to GDPR at all times.
• Confidence and the ability to communicate clearly and effectively.
• Enhanced customer service, communication skills and telephone manner.
• Ability to compassionately empathise with relevant parties when required.
• Ability to remain calm while under pressure.
• Ability and willingness to work autonomously with minimal supervision.
• Ability to input data into relevant databases.
• Close attention to detail when obtaining and inputting data.
• Act in a professional, respectful and courteous manner at all times
Candidate Experience:

• Minimum 12 months experience in Customer facing role.

• Track record of delivering a consistent level of exceptional service to customers.
• Proven track record to delivering strong results against agreed targets.
• Customer focused attitude.
• Data analysis and numeric skills
• Positive attitude & self-motivated.
• Fluent English - Spoken and written.
• Ability to work to tight deadlines and strong organizational skills.
• A problem solver with a drive for prompt resolution in adherence with the mandatory
guidelines.
• Able to work independently and collaboratively; must be able to manage multiple projects
simultaneously and execute decision with judgment and discretion
• Good time management skills

Must be eligible to work in the Republic of Ireland and must be able to pass all background
checks
Working hours will be Monday - Friday, 9am-5.30pm however flexibility to work on weekends will
be required based on operational needs.

Covalen is an equal opportunity employer.