Respond is one of the largest housing associations in Ireland,
providing social housing and homeless services. Our vision is that
?_every family and individual in Ireland will have high-quality
housing as part of a vibrant and caring community?_. We are growing
rapidly in response to the housing crisis and are now looking for the
right person who has the passion and skills to help us realise our
vision.
ROLE: CONTACT CENTRE ADVISOR
Location: AIRMOUNT, WATERFORD
Reporting to: CONTACT CENTRE COORDINATOR
Terms: PERMANENT ? FULL TIME
Job Purpose: TO PROVIDE A PROFESSIONAL SERVICE TO CUSTOMERS WHEN
DEALING WITH THEIR INITIAL ENQUIRIES AND RESOLVE A HIGH PERCENTAGE OF
THOSE ENQUIRIES AT THE FIRST POINT OF CONTACT. SIGNPOST COMPLEX
ENQUIRIES TO THE MOST SUITABLE DEPARTMENT OR SERVICE AREA.
CORE DUTIES AND RESPONSIBILITIES:
* Providing a quality service to customers through being the first
point of contact for enquiries over multiple contact channels
including:
* telephone, email, face to face, letter
* Supporting customers by resolving a high percentage of enquiries
at the first point of contact, e.g. processing repair requests,
providing lettings information, balance enquiries.
* Identifying complex issues and cases and escalating them to the
appropriate subject matter expert within Respond.
* Identifying individual customer?s needs and demonstrating
empathy in dealing with customers enquiries appropriately.
* Assist in yearly rent review process for all tenants
* Representing Respond in a positive manner.
JOB CONTEXT, MAIN ACTIVITIES AND SCOPE:
* To liaise with external agencies as required in resolving customer
enquiries and to further develop services.
* To maintain professional relationships with residents and to
maintain the highest standards of client confidentiality in strict
accordance with policy.
* To be an ambassador for customer service across the organisation.
* Demonstrate value for money in service in the operation of your
team.
* To have a flexible approach to working hours ensuring that service
is maintained during core office hours.
* To participate in team meetings and provide and receive support
from other staff members, sharing skills, expertise and experience as
appropriate.
* Any other duties that may be assigned from time to time
PERSON SPECIFICATION:
* A Minimum of 1 year experience in a call centre within the last 3
years is essential
* Competence with standard desk top IT applications e.g. word, excel
and email
* Ability to communicate fluently in English
* Multitasking with the ability to talk, type and listen to calls
simultaneously
* Good telephone manner
* Excellent listening and people skills
* Able to relate to people in stressful situations.
* Tact, diplomacy and respect for confidentiality
* Motivated and adaptable to change
* Ability to work with partners, external & internal.
* Excellent communication and interpersonal skills.
* Able to prioritise and manage workloads, and work without direct
supervision.
* Willing to work flexibly and under pressure
PLEASE SEND A CV AND A COVERING LETTER TO **APPLY ON THE WEBSITE**
BEFORE THE CLOSING OF BUSINESS FRIDAY **APPLY ON THE WEBSITE**TH
FEBRUARY **APPLY ON THE WEBSITE**.
We need : English (Good)
Type: Permanent
Payment:
Category: Others
