Customer Service Agent

Our client, National Transport Authority (NTA) has responsibility for securing the provision of public passenger land transport services, including subsidised bus and rail services. The Authority also licenses public bus passenger services delivered by private operators and has responsibility for the regulation of the small public service vehicle industry (taxis, hackneys and limousines). Other areas of responsibility include the State's rural transport programme, integrated information systems for public transport customers, management of the Integrated Ticketing Scheme for Ireland (the Leap Card system), and regulation of vehicle clamping.

About Easytrip Ireland

We are looking for a Customer Support Agent to join the Leap Card Customer Service Desk. This is an exciting opportunity for someone with previous customer service experience looking to join an amazing company in EasyTrip.

Now part of the DKV Mobility family, we are proud to be connected to Europe's leading B2B platform for on-the-road payment solutions. This partnership means access to a vast network of fuel and service solutions, empowering our customers with seamless refuelling, charging, and vehicle services. With nearly 90 years of growth, DKV Mobility serves 374,000 active customers through Europe's largest energy-independent network, including 68,000 filling stations, 806,000 charging points, and 22,000 alternative fuel stations. As the top provider of commercial toll solutions, they also offer vehicle services at 34,000 locations and innovative digital solutions.

Specific Tasks/ Duties:

• This is a hybrid working model with some days in the office and some in your home office.
• Provide a great customer experience in line with our values.
• Resolving customer queries via Email/Phone and Web chat.
• Taking ownership of customer queries and proactively working to seek a resolution.
• Ensuring a great customer experience is always provided.
• Minimising customer disruption. Highlighting any issues causing our customers unnecessary challenges.
• Contributing to the overall team performance and operational key performance indicators (KPI) through meeting your agreed weekly targets.

• You can demonstrate high levels of initiative with the ability to multi-task and be detail oriented in a fast-paced environment.
• You have experience using helpdesk software such as Service Now or SM9
• You have a growth mindset and are a proactive, self-motivated individual.
• You are proven to be organised, methodical and rigorous.
• You have strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions and the ability to learn new applications quickly.
• You are a team player able to develop great relations with all internal teams.

• Minimum of 2 years Customer Service experience
• A fluent Irish Speaker is desirable but not essential
• Excellent communication skills and comfortable speaking to customers over the phone
• Passionate about providing an awesome customer experience
• Self-starter who is capable of taking ownership of their development. Hardworking, can-do attitude with an excellent performance record
• First-class problem-solving skills, attention to detail with high work standards.
• Ability to work independently but also works well in a team environment.
• Must have good typing and computer skills
• Enjoys working in a fast-paced environment and enjoys change
• Excellent timekeeping is essential.
• Flexible concerning duties and rosters
• The opportunity for professional growth.
• Fun company events and team outings.
• Hybrid blended working from home (WFH) model which allows the candidate to WFH on a rostered basis in line with Business needs.
• Must be able to travel to and work from Dublin 15 Office in line with business needs.

• Entry level

• Full-time

• Consumer Services