Customer Contact Centre -Clerk level- Temporary positions
Company Information
Would you like to be part of a bigger picture and join an organisation that is one of the most recognised brands in the country? If so read on.
Here at An Post we are passionate about our customers and want them to have the best customer service experience in Ireland, no matter how, when or what they contact us about.
Our state of the art Customer Contact Centre is based in our new headquarters in Dublin 1, the iconic Exo Building, which has been built to the highest modern, sustainable standards. This helps achieve An Post’s, and the Customer Contact Centre’s vision of delivering connections and encouraging collaboration.
Who Are You?
You are passionate about delivering exceptional customer service and are motivated by ensuring the best possible experience for all of An Post’s valued customers. You excel in communication, listening attentively and conveying information in a clear, professional and personable manner.Role Details
We are currently looking to hire Customer Centre Agents on a 6-month Fixed Term basis.
The Customer Centre Agent position is integral to the Contact Centre team, delivering front line, best-in-class customer service and support to An Post Customers, both internal and external, responding to their queries via their chosen contact channel. You will work both independently and collaboratively within the team, continuously striving to improve the quality of customer service through shared experiences and insights.
Responsibilities
- Handle customer queries received via multiple channels, across a variety of product offerings for both Business to Business (B2B) and Business to Consumer(B2C) customers, identifying potential opportunities to support and assist our customers further and responding to the unstated needs by offering sustainable solutions, e.g. self-help channels.
- Understand and respond to customer needs both stated and unstated and ensure that the response is dealt with appropriately to exceed the customer’s expectations, delivering high-quality customer service.
- Be a customer advocate for driving change which enhances customer experience on every interaction.
- Escalate any customer concerns, issues or opportunities appropriately to the team leader for further support to maintain a high of quality service.
- Work as a part of a dynamic and continuously evolving team and support the team to meet their daily team standards.
- Actively engaged and complete all ongoing training to meet compliance and cross-skilling requirements.
- Be able to coach up; to escalate any customer concerns, issues or opportunities to the management team to improve opportunities, reduce defects and bring higher engagement from customers, colleagues and business partners.
- Display personal ownership in handling all customer queries, connecting with other teams and using all available resources to achieve First Contact Resolution on every contact.
- Leave detailed notes on customer interaction which provides insights to the business.
- Work closely with our Delivery Service Unit staff and external partners, always keeping customers first.
About the Benefits
- Work Life Balance supports
- Direct Contribution Pension backed by generous Company funding
- A well-funded training programme
- A culture that focuses on employee well-being and career development
- Support schemes for health including Employee Assistance Plans for Wellness and Mental Health and other supports including vision care & a vaccination programme
- Occupational sick pay exceeding statutory minimum
- Health Insurance Group schemes
- Employee discounts for a variety of An Post products & services
