Customer Service Agent

3 weeks ago


Maynooth, Co Kildare, Ireland BCMGlobal Full time

A varied and challenging customer facing role set within a Customer Contact Centre (CCC) for The First Home Scheme in BCMGlobal ASI.

Base requirements involve handling customer queries via telephone, post, and e-mail in a fast-paced environment.

Technical and soft skills training will be provided. The candidate will need to demonstrate excellent customer focus and a desire to find the right outcomes for the customer in a professional and positive manner.

What you'll do

The Customer Service Agent will be involved in the following activities:

  • Effectively respond to inbound contact via telephone, post, customer Portal and email from customers and their representatives in line with service levels and at first point of contact.
  • Demonstrate strong verbal communication skills and a passion for great customer service.
  • Escalate complex matters and complaints to the Team Leader.
  • Adhere to Identification & Verification checks (ID&V) on all enquiries and in line with procedures.
  • Ensure incidents and breaches are recorded and feedback actioned in a timely manner.
  • Accurately record information in the relevant systems.
  • Identify opportunities for process improvements that positively impact the customer's experience.
  • Respond to feedback and identify own areas for learning and self-development and take responsibility for own performance.
  • Work under guidance of the Team Leader to ensure that phone lines and queues are adequately managed at all times which includes the possible cross allocation of case managers and customer service representatives where required
  • Champion a 'best practice' approach to ensure the application of all BCMGlobal compliance procedures across the mandate and wider platform.

What you'll bring

  • 1-year inbound customer service experience, ideally gained from the financial services industry. Other customer service experience can include any complaint handling, inbound processing and/or banking roles.
  • Leaving Certificate (or equivalent)
  • Excellent communication skills.
  • Demonstrate an organised approach to work, and an ability to prioritise to ensure critical tasks are delivered accurately
  • Proficiency in the use of Microsoft packages

What we offer

  • A fair recruitment process.
  • Working in a friendly environment and being surrounded by amazing talents and personalities.
  • Company matched pension, life assurance, paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.

***

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our Company journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate based on diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at BCMGlobal. Successful applicants will be required to complete background screening prior to commencement of employment.

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