Customer Service Advisor

Social network you want to login/join with:

Job Description: Customer Service Advisor

Responsible For: N/A

Location: Dublin

Contract: Full Time Permanent

Job Summary:

As a Customer Services Officer, you will be part of a high-performing team dedicated to providing outstanding service for our customers across all channels dealing with a range of enquires at first point contact.You will provide an efficient and effective customer service, handling a variety of housing and responsive repair service requests.

The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.

KEY RESPONSIBILITIES (Functional):

1. Provide efficient and effective customer service, handling a variety of service requests at first point contact within allocated response times.

2. Providing information and guidance related to housing management and responsive repairs.

3. To ensure that call handling management is inline within set targets for handling and customer satisfaction.

4. Understand and address customer needs, ensuring a high level of understanding amongst colleagues delivering services.

5. Provide a quality customer service, provide clear solutions to customer queries, and handle queries and complaints in a professional, courteous and helpful manner.

6. Work as part of a dynamic team to drive service development and ensure responsiveness to customer needs.

7. Complete transactions, including taking payments, following the appropriate protocols.

8. Ensure that every customer contact is reflected in key customer information being updated on out housing management system.

9. Ensure that call handling is carried out in accordance with training, information and scripting provided.

10.Uphold Tuath's policies and procedures, including health and safety requirements, and actively participate in promoting service quality improvements.

11.Maintain an excellent understanding of customer interactions and use available technologies to provide information and support for customers.

12.Be pro-active in the development and maintaining of strong networks and relationships with colleagues across the organisation and agencies, to ensure excellence in service delivery.

Essential Skills, Qualifications, and Experience

13.Clear understanding of operational services provided within Customer Service Centre.

14.Knowledge of customer service and conflict resolution.

15.Familiarity with excellent customer experience tools and approaches.

16.Ability to deliver high-quality, customer-focused services.

17.Strong communication skills, verbally and in writing.

18.Problem-solving skills and the ability to evaluate situations and take appropriate actions.

19.Self-motivated with the ability to work with minimal supervision.

20.Able to work as part of a team and contribute to a positive working environment.

21.Open to working flexible hours, location, including evenings, weekends, and occasional public holidays.

Desirable Skills, Qualifications, and Experience

22.Previous experience working in a customer service role, in the housing industry.

Technologies

23.Proficiency in using information technology applications and systems to provide information, advice, and support to customers.

Corporate Responsibility

24.Ensure the values of the Association are reflected in your work and that all services provided are delivered in line with the Association's Vision, Mission and Core Values.

25.Act as an ambassador for Tuath Housing, attending, and contributing to professional forums and events and disseminating the learning.

26.Ensure compliance with all regulatory, statutory, and legal requirements.

Health and Safety Responsibility

27.To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association's Health and Safety Policy.

This job description is not definitive or restrictive and will be subject to periodic review.