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HCL Technologies Ireland Limited

Customer Care Executives - Full Time Dublin

HCL Technologies Ireland Limited

  • Dublin
  • See description
  • Permanent full-time
  • Updated 12/10/2017
  • Careers Ireland
this job is expired
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Description

Full Time - Customer Care Executives

 

Join the HCL Ireland Team and be the best in your field. At our modern contact centre based in Dublin City Centre we provide a range of contact centre solutions for our client.

As a result of continual growth in the ROI Market, HCL are currently recruiting for Customer Care Executives to support our client, telecommunications sector; through this busy period. For the right candidate this is an excellent platform for career progression, were you shall receive accredited training and become a part of a great work culture.

 

 Roles/Responsibilities:

  • Handling inbound customer calls and queries through to resolution with focus on first-time resolve
  • If required, after taking all steps to support a resolution with customer – escalate calls upwards efficiently to next level for fast resolution and maintaining customer satisfaction.
  • Deal efficiently & effectively to all customer queries whilst maintaining call quality through every call at all times.
  • In your role as first point contact with customer – ensuring to channel upwards to Management any repeat issues immediately along with regular feedback forums with Management the purpose of regular customer contact – to enable to wider team review processes etc. to enable change and continuous improvements
  • Maintaining call quality on every call – at all times demonstrating constant excellent customer service in every engagement.
  • Calls will be monitored and feedback will be given to support continuous improvement with call handling. You will be responsible to effect all recommendations with always a focus on continuous improvements.
  • Keeping customer informed (KCI) – in accordance with set KPI’s while customer queries/escalations are being resolved.
  • NPS – responsible for NPS surveys and results – linked to customer experience.
  • As you evolve to a more experienced executive you will naturally become involved with reviewing methods on continuous improvement on the whole customer experience, your contributions and inputs will play a valuable role.
  • Reaching & excelling all targets as outlined by your manager
  • Additional duties required as the role evolves.

 The Person/Skills required: 

  • Passionate about delivering excellent customer service and extremely customer focused.
  • Excellent communication skills when dealing with both internal and external customers.
  • Excellent attention to detail
  • Demonstrates drive and determination and has the right attitude to succeed.
  • Targets Driven
  • Experience in a customer service/focused environment would be advantageous however not essential as full training shall be provided.

Shifts       

  • New Hires shall be required to be flexible between the hours of 8am to 8pm Monday through to Sunday. Rotational shifts shall be a requirement with this role. 

HCL is an equal opportunities employer. We welcome suitably qualified applicants from all sections of the community”

Ref: Mobile CareC
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HCL Technologies Ireland Limited

HCL Technologies Ireland Limited

 

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