Customer Services Advisor

3 weeks ago

Dublin, Ireland TN Ireland Full time
Customer Services Advisor - Pensions (PA2024OTHQ3005), Dublin

Client: SS&C Technologies Holdings

Location: Dublin, Ireland

Job Category: Other

EU work permit required: Yes

Job Reference: afb7a2e937dd

Job Views: 68

Posted: 21.01.2025

Expiry Date: 07.03.2025

Job Description

SS&C Technologies seeks Customer Service Advisors in our Dublin office to support and lead the client service to SS&C’s customers by providing a high-quality call service for new customer offerings in Group & individual Pension products based across Bermuda, Cayman Islands, and the Bahamas. The contact centre will operate in accordance with the working hours and calendar in each of Bermuda, Bahamas, and the Cayman Islands. The opening hours will range from 11:30am to 11pm Dublin time, and successful candidates will be required to work shifts within these hours.

Responsibilities
  • Provide a high-quality service function to customers, mostly by telephone and chat to enhance our reputation as a truly customer-focused company.
  • Support the client working hours and calendar.
  • Respond positively to the goals of the overall Operations team, support colleagues, and actively contribute to the success of the overall area.
  • Attend and actively contribute to team meetings.
  • Achieve & strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas, in terms of quality, productivity, and accuracy of information given to the customer.
  • Assist every area of the business to improve overall customer service.
  • Commit to personally putting the customer first and providing excellent customer service at all times.
  • Develop an understanding of all client profiles/products to deliver outstanding customer service.
  • Actively seek & respond to feedback and demonstrate a strong willingness to learn.
  • Retain strong focus on professional standards & results, which directly contribute to business targets.
  • Coach and develop new joiners to the department.
  • Identify process improvements to enhance customer experience and reduce errors.
Regulatory Responsibilities
  • Exercise due care and diligence, ensuring the areas the incumbent is responsible for are organized and controlled.
  • Observe proper standards of market, business, and personal conduct, demonstrating integrity in the execution of duties.
  • Respect the SS&C approach to client care and demonstrate due regard to the interests of our clients and in any and all third-party dealings.
Quality Expectations
  • Quality-driven, with pride in delivering excellence.
  • Aware of service level agreements and key performance indicators.
  • Follow procedures when completing work to ensure quality standards are met.
  • Take pride in delivering quality service to internal and external clients.

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a diverse workforce in the widest sense.

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