Customer Service Representative - Work From Home

Work from Home Position - Short Term Contract

About Virgin Media:

At Virgin Media, we’ve got a very different way of looking at the world – and it shows in what we’re like as a place to work. We think work should be fun – because fun is what our Customers demand from our services. So you’ll be joining a bunch of people who are free- spirited, capable of coming up with their own ideas, and given free rein to put their talents to their best use. But besides being all about fun, we’re also deadly serious when it comes to putting our Customers first! Whether it’s TV, mobile, home phone or super- fast broadband series, at Virgin Media Ireland we’re 110% focused on making our Customers lives easier, richer and a little bit more fun.

It’s not a nine-to-five, clock in and tune out sort of place. And there’s no corporate mask to put on at the door- you can just be yourself. We’re hard working, but in it together. Creating something special. Because let’s face it. If you don’t love what you do, it’s time to do something else. Join us.

About the Role:

This is a work from home role, reporting to the Team Leader, the Customer Service Representative is a customer support role carried out over Virgin Media’s messaging platform. We aim to provide an excellent service to our customers through first line support resulting in a high first contact fix percentage in all cases. The successful candidate will have the ability to resolve a variety of issues including but not limited to after sales, accounts/ billing queries, upgrades and general queries. This role will consist of initial training in our Limerick Contact Centre before the remote working begins.

Specific Duties & Tasks:

• The purpose of this role is to oversee a best in class customer experience through our Messaging channel (Web & Text)
• You will need to demonstrate a proven ability to cultivate strong working relationships across functional groups and lines of business
• You must support and protect the brand by making sure that positive messaging is maintained in the community and ensure consistency of messages
• You will be responsible for supporting various first contact customer service improvement initiatives
• You will be responsible for reporting on reoccurring issues raised by our customers
• Contribute to overall team performance and meet agreed customer queries targets
• Provides fast and reliable answer rates for our customers
• Maximise first contact fix on each customer interaction
• Proactively updates customers where required.

Skills & Experience:

• Exemplary performance record required
• Call centre experience is desirable but not required
• Professional demeanour with excellent written communication skills
• Evidence of customer focus, ownership and commercial understanding
• Can demonstrate problem solving and analytical skills
• Good typing skills and working knowledge of Microsoft office programs
• Can work independently along with a strong focus on team results
• Flexible in relation to duties and rosters