Customer Service Agent

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Overview We are looking for a detail orientated and highly motivated candidate to deliver excellent customer service. You will be first point of contact for all Calor domestic and commercial customers throughout Ireland and will be responsible for exceeding expectations across all our customer touch points during their lifetime with Calor.
Responsibilities Manage calls relating to customer queries in a professional and efficient manner
Acquire and accurately capture and update all necessary customer information
Provide clear, informative, and expert advice in relation to all aspects of Calor service with a confident and positive attitude
Deliver excellence in customer experience (CX) by embodying Calor's values and upholding the standards of accountability, seamless service, and curiosity
Resolve problems to customer satisfaction in a timely fashion
Ensure that all admin and reporting is conducted in accordance with the required processes and procedures
Prioritise health and safety of yourself and colleagues; log health and safety conversations as appropriate, focusing on either an 'unsafe condition' or an 'unsafe act'
Outbound customer campaigns as required
Any other ad hoc duties which may involve direct contact and support of other departments
Qualifications Consistently achieve performance targets and standards relating to productivity, schedule adherence, turnaround times and quality
Customer first mindset: prioritises customer needs and ensures concerns are addressed with empathy and care
Strong administrator, proficient in Microsoft Office with the ability to multitask
Relevant customer service experience would be advantageous
Excellent phone manner with a focus on attention to detail around data accuracy
Ability to work effectively using own initiative, good planning, and organisational skills
Ability to work under pressure and manage priorities
Must be a team player and willing to support other team members in tasks with an enthusiastic and approachable attitude
Key Behaviours Putting People at the Heart You earn your people's trust through honesty and integrity
You treat people with care and respect
You invest in your personal growth
You provide honest feedback and encourage others to do the same
You seek diverse perspectives to achieve team goals

Setting Ambition You articulate your goals in a way everyone understands
You provide guidance through everyday actions and decision-making
You bring people along with us using our personal energy
You translate your goals and ambitions into objectives and actions
You communicate clearly, openly, and often

Ensuring Wellbeing You safeguard a safe, positive, and supportive workplace
You make sure people feel free to speak up and share opinions
You encourage initiative and pursue new ideas
You drive a culture that values, encourages, and supports diversity
You never compromise on our ethics and compliance

Problem Solving You analyse all types of information and draw well-reasoned conclusions
You probe information, weighing up the pros and cons of different solutions
You problem solve issues so that they do not reoccur
You make confident decisions based on facts and data
You accelerate learning by constantly testing, refining, and improving

Delivering Result You balance short-term success with long-term goals
You achieve ambitious goals and take accountability for results
You focus on real and relevant customer needs
You leverage the power of your networks both inside and outside the company
You show courage in trialling new solutions and delivering positive project outcomes

Benefits Annual Leave: annual leave entitlement starts at 22 days and increases with service level.
Additional Days Off: Calor provide two additional paid days off (27th December and Good Friday).
Pension: Upon commencement of employment you will automatically participate in the Company Defined Contribution Pension Scheme with matching contribution up to 5%.
Private Health Insurance: Calor contributions of €568 towards health insurance through the VHI Group Scheme.
Life Assurance: Available to permanent employees in the event of death in service.
Income Protection: 2/3 of salary less the state illness benefit may be protected if absent for long-term disability or illness, subject to terms.
Christmas Voucher: Eligible after minimum 6 months' service.
Employee Assistance Programme: Confidential counselling and support services for you and your family.
Maternity Benefit: Company top-up on State benefit after one year of continuous service.
Professional Development Programmes & Sponsorship: Calor contributes to professional development for permanent employees, subject to approval and probation completion.
Employee Discount on Calor Products: Discount on gas and exclusive offers for permanent employees.
Volunteering: One paid day off per year for volunteering leave.
Cycle to Work Scheme: Purchase bicycle and safety equipment with favourable tax treatment on repayments.
Anti-flu vaccine: Annual flu vaccination available with reimbursement via Concur.
Eye test: Free eye test every 2 years and contribution towards spectacles.
Hybrid Workers - Home Office Equipment: Desk, chair, screen, and IT equipment arranged with QHSE Team.
Subsidised Canteen Facilities: Subsidised catering for staff.
Social events: Christmas party, family days
Free Car Parking: Parking facilities available at all locations.
Seniority level Associate
Employment type Full-time
Job function Customer Service
Industries: IT Services and IT Consulting
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