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Covalen Solutions
Dublin, Ireland
Telesales & Customer Service Representative
The Telesales Agent will provide a broad range of customer support and administrative
services to the customer and prospects of our client. Services provided will include a
combination of telesales, customer service, administrative and complaint handling
processes. The Agent will focus on providing an excellent service for existing and future
customers in accordance with agreed departmental objectives.
The CSR will be working with in and promoting the Company Values – Be Brave, Be Wise, Be
Proud and Exceed.
• Handle high volume inbound & outbound calls, emails and web -chats in an effective
and efficient manner.
• Handle customer issues and complaints in a manner that is empathetic, sensitive and
confident.
• Deliver consistent performance through adherence to the appropriate processes.
• Effectively analyse moderately complex information and /or unusual situations
using a variety of techniques.
• Work within a team to meet and exceed individual/team performance targets
including SLA’s
• Demonstrate initiative whilst operating within a team and set high standards of
professionalism in all business dealings
• Analyse, evaluate and complete work in accordance with agreed standards and
limits
• Liaise with other departments as necessary
• Carry out any other tasks or responsibilities as required in the role
• Customer Service – Handle calls, emails and web -chats coming into the business and
pre -call planning / preparation, understand the importance of voice, being polite
and engaging, an active listener blocking out distractions, able to establish
customer's wants, able to deliv er attention grabbing statements whilst outlining
needs. Able to handle objections.
• Administration – Accurately and efficiently handle incoming and outgoing mail in a
manner that complies with regulatory requirements.
• Customer Focus – Increase customer satisfaction through the delivery of excellent
service.
• People and Workflow Management – Manage own time and priorities and can
remain focused, positive and enthusiastic when issues are encountered.
• Colleagues – Work positively as part of a team and in supporting and motivating
others to achieve team objectives.
• Operational Effectiveness – Deliver consistent performance through adherence to
the appropriate processes.
• Experience in a customer service , sales or office -based role is desirable
• Experience in a call centre type environment desirable
• Work experience in a role with a high priority on data entry accuracy and the
requirement to meet strict timelines desirable
• Excellent communication skills
• Proficiency in MS office and overall computer literacy.
Location : Dublin – Hybrid
Working Hours : 37.5 hours / week, Shift between 8am to 8pm . Mon – Sat
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