Customer Service Representative

About the Role:

At Virgin Media Ireland, we are committed to keeping our customers connected. In order to do this, we are recruiting customer service representatives to work with us in the Limerick region. This is a customer support role where we aim to provide excellent service to Virgin Media customers through our voice platform. Communicating with customers, you will help resolve their queries in a professional and friendly manner. Full training will be provided ensuring our customer service representatives are well equipped to offer first line support to our customers.

The working hours for this role are 37.5 per week. The start and finish time will vary between 8am – 9pm Monday – Saturday but not exceeding 37.5 hours per week. The hours will be rostered which will be outlined in advance to you. Please also note you will be required to work 1 Saturday in 4 per month with a day off mid-week.

• Provide a great customer experience in line with our Virgin Media values

• When you engage with customers, be relentless in resolving their issue, minimising customer disruption

• Speaking with customers over the phone, you will work to resolve their queries in a helpful manner

• Proactively update customers where required, ensuring great customer service

• Support business growth by generating sales leads as the opportunity arises

• Working with your team leader to highlight any issues causing our customers un-necessary challenges. Take ownership of the customer journey to provide seamless customer experience

• Contribute to the overall team performance and operational Net Promoter Score through meeting your agreed weekly targets

• Call centre experience is desirable but not essential

• Excellent communication skills and comfortable speaking to customers over the phone

• Hardworking, can-do attitude with excellent performance record

• Self-Starter who is capable to take ownership of their own development

• 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

• Flexible in relation to duties and rosters

• Enjoys working in a fast-paced environment

• Must attend weekly meetings with team leader

• Must be able to communicate with team leader and team via Microsoft teams and verbal communication

• Hybird working model currently one week remote one week in the Limerick office. Must have min 5mb Broadband in their home (Tethering from Mobile will not meet the requirement)

• Training (2 weeks) and coaching bay (4 weeks) will be full time in the Limerick site.

• Must be able to travel to and work from Limerick Office in line with business needs.

• Ability to work 37.5 hours