Posts Tagged ‘Service’

  • 24 May

    Posted by
    Ralph


    Category

    GERMAN and FRENCH Customer Service Representative

    0

    Customer Service Representative Job

    Tasks include:

    • Managing Orders received 
    • Responding to customer queries in relation to delivery timelines and ensuring priority is given to important orders
    • Review all orders for correct pricing, including units, accessories, and services included. Manage any discrepancies in price with appropriate Sales Manager
    • Work alongside compliance department to ensure the order mees all regulations for international business.
    • Work closely with credit team to ensure speedy resolution of disputes and credit holds
    • Collaborate with manufacturing schedulers to ensure no lost time, extra inventory, or missed orders
    • Provide all customers with sppedy responses and accurate information in relation to all placed orders

     

    The ideal candidate will have the following requirements:

    • Have an enthusiastic and have a positive attitude
    • Must be a team player.
    • Have very strong computer skills ( EMAIL, EXCEL AND SYSTEMS)
    • Excellent communication and customer service skills needed.
    • Candidates need to be results focused and show strong initiative.
    • Third level degree in Business related subject desirable
    • 5 years industry experience.

     

    FLUECNY IN GERMAN AND FRENCH ESSENTAIL

     

     

    For more information about this role or to apply please contact Cianna on 091-563868 or email

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7075700

  • 23 May

    Posted by
    Ralph


    Category

    Customer Care Agents

    0

    General Purpose

    Answer incoming calls from Household customers, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. 

    Main Job Tasks and Responsibilities

    • answer calls professionally
    • respond to customer inquiries
    • research required information using available resources
    • handle and resolve customer complaints
    • provide customers with product and service information
    • enter customer information
    • identify and escalate priority issues
    • follow up customer calls where necessary
    • complete call logs

    Education and Experience

    • proficient in relevant computer applications
    • knowledge of customer service principles and practices
    • knowledge of call center telephony and technology
    • six months or more experience in a call center environment
    • customer service experience
    • good data entry/keyboard skills
    • knowledge of administration and clerical processes

    Key Competencies

    • excellent verbal and written communication skills
    • excellent listening skills
    • problem analysis
    • problem solving
    • customer service orientation
    • organizational skills
    • attention to detail
    • initiative
    • adaptability
    • team work
    • stress tolerance
    • resilience

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7087222

  • 23 May

    Posted by
    Ralph


    Category

    Head of Customer Care and User Support

    0

    Head of Customer Care and User Support

    SkillPages is looking to recruit an ambitious, talented and highly effective Head of Customer Care and User Support to join our expanding team.

    Overview and Vision

    SkillPages is amongst the fastest growing consumer internet companies in Europe.  Since 2011, 16,000,000+ people from over 160 countries have joined.

    SkillPages’ vision is to become the “One place to find skilled people”.  In the same way as Amazon has become the “go to” place on the internet to buy a book, our strategic objective is to become the “go to” place for finding skilled people on the internet.

    Team, Culture and Location

    SkillPages has an entrepreneurial culture and our team have a hands-on, practical and down to earth approach to getting things done. We’re an ambitious organization headquartered in Blackrock, Dublin, Ireland.  Our team are motivated consumer internet professionals; typically with a background in computer science, mathematics or social science and the Internet.

    The Role

    SkillPages is seeking an experienced Customer Care/User Support professional to join our expanding team. This role will be responsible for our all aspects of our user operations and user support within the Company.  The Head of Customer Care and User Support will be tasked with leading the delivery of world class user satisfaction for SkillPages.  Working both with the User Support team directly and across all personnel within the Company, the successful candidate will be the “voice of our users”, driving the execution of our philosophy of “Think users first”. 

    Candidate Profile

    The suitable candidate will be a highly competent consumer Internet customer care and user support professional with extensive experience in a similar role.  

    The successful candidate will:

    • Have the expertise and ambition to successfully implement and develop a world class customer care and user support function within a large scale consumer internet Company.
    • Identify and address all user support issues and implement solutions to prevent them occurring repeatedly.
    • Implement qualitative and quantitative reporting to monitor user satisfaction and sentiment.
    • Own the reporting of user satisfaction and sentiment to all personnel in SkillPages.
    • Be responsible for the company delivering improved user satisfaction and sentiment.
    • Devise goals, deliver projects and implement systems to meet the Customer Care and User Support ambitions of the Company. 
    • Work with product, engineering and other teams within the Company to drive world class user operations.
    • Be an innovative, self-starting problem solver who works on initiative and who has a highly pragmatic and hand-on approach to getting things done.
    • Establish team goals for measuring, refining and improving user satisfaction. 
    • Manage and develop the small but expanding number of team members on the User Operations team.
    • Identify actionable insights, suggest recommendations, and use these to influence strategy for the various teams in SkillPages and for the Company generally. 
    • Own the implementation and management of the Company’s terms of usage and privacy policies.
    • Assume the position of primary user advocate within the Company.

    Requirements

    • Proven experience of exceptional competency within a large scale user operations role.
    • Bachelor’s Degree in Business or Computer Science and/or similar.
    • Significant experience within a fast paced high growth environment.
    • Proven track record in people management and development.
    • Strong analytical and creative problem-solving skills.
    • Excellent written and verbal communication skills.
    • Demonstrable passion for the profession of Customer Care and User Support within the consumer internet sector.
    • Strong interpersonal and communication/presentation skills.

     

    Benefits

    Attractive Salary, Bonus, Pension, Health and Critical Illness Insurance, membership of the Share Incentive Scheme and many fringe benefits such as, free breakfast, beverages, snacks, meals and a Company concierge service that provides someone to help you out with life’s day to day tasks and activities.

    To Apply

    Please send your C.V. with a covering letter in confidence.

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7087074

  • 23 May

    Posted by
    Ralph


    Category

    Remote Services Technical Specialist

    0

     

    EMEA Remote Services Specialist

    Are you passionate about working on state-of-the-art problems, in a dynamic and international environment? Would you like to work on cutting edge software  and Hardware and deliver remote consulting services?

    The team is looking for strong technologist to work in the Remote Services team to deliver Remote Hardware Installations and Remote Software Deployments

    We are looking for talented engineers who are passionate about delivering high quality services. Together we will define, develop, test and deliver new high quality services for Virtualization / Storage / Microsoft and Linux platforms.

    We are looking for smart, passionate, and creative people who can help us deliver amazing new services for our customers. If you’re passionate about IT consulting services and enterprise technical support, look no further.

     

    Responsibilities:

    • Remote Install and Configuration of DELL Hardware (Server / Networking / Storage)

    • Remote installation and Configuration of OEM Software

    • Design and Remote deliver SAN proactive maintenance Services for EMEA

    • Proactive Maintenance for Dell enterprise equipment

     

     

    Qualifications

    • Meticulous attention to detail

    • Positive and dynamic “can do” attitude (prepared to work outside the scope of the role)

    • Excellent Communication skills

    • Outstanding team player

    • Professional Customer / Service centric approach

    • Self Motivated and Results driven

    • Mature with an excellent ability to prioritize workload

    • Energy and desire to deliver high-quality services on time

    • Multi-lingual, fluency (written Spoken) in English and at least one of the following languages,

      French, Italian or Spanish

    • Working knowledge of networking (CCNA preferred)

    • Multi Operating Systems exposure ( Windows / Linux / VMware  ) preferred

    • Server and /or Storage Background preferred

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7081256

  • 23 May

    Posted by
    Ralph


    Category

    Content Manager

    0

    Content Manager

    The Regional Content Manager for the UK will be responsible for UK CS content, including self-resolution content and knowledge base articles. The successful candidate will need to ensure that content is appropriate for the local market while being as global as possible.

    Responsibilities include:

    • Factualizing global English content for the UK market
    • Converting global content, which is written in US Engish, to UK English
    • Creating new content for features or updates that are specific to the UK market
    • Creating and implementing standards, such as styleguides, for he UK
    • Continually improving content based on feedback and metrics
    • Liaising with a variety of stakeholders and cross functional teammates, including those from CS and Product, to ensure that content is meeting all regional expectations
    • Working with the localization coordinator and UK KM specialists to identify and address content needs and gaps for the UK Market

    Requirements:

    • Ability to work within tight and often-changing deadlines
    • Strong organizational and project management skills
    • Ability to work with and communicate effectively with diverse individuals
    • An understanding of user-centered design and usability best practices
    • Ability to work independently and proactively, as part of a remote, global team
    • Familiarity with InQuira and WorldServer an advantage
    • 5+ years of professional experience in online writing, copywriting, or editing
    • HTML and XML experience
    • BA or BS degree in Literature, Journalism, or Communications preferred
    • Must be available and eligible to work onsite in Dublin, Ireland

    PLEASE CLICK HERE TO APPLY

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7083510

  • 23 May

    Posted by
    Ralph


    Category

    Head of Business Excellence

    0

    Head of Business Excellence

    The Global Customer Experience Business Excellence Team

    Overview:

    The Global Customer Experience Business Excellence team (GCX BEX) drives incremental and large performance improvements in the Customer Experience organisation both regionally and globally. The team leads large crossfunctional projects, provides statistical analyses to help strategic decision making, provides support to Operations at times of change and unexpected challenges, identifies and tracks local solutions and deploys globally as appropriate, and track and reports on ROI from all BEX-led improvement. The GCX BEX team is responsible for promoting a culture of Lean Six Sigma and continuous improvement in the wider GCX organisation across the various teams.

    The Role:

    The Head of Business Excellence, based in Dublin, leads a team of continuous improvement practitioners serving and supporting our business in Europe, builds and maintains executive level relationships, works closely with the business leaders to identify priorities, and crafts and executes strategies for continuous improvement while ensuring alignment with the GCX strategy goals, objectives and priorities. This leader works closely with the wider GCX BEX organization to leverage improvements, share best practices, optimize processes and promote a culture of Lean Six Sigma. S/he also identifies and provides opportunities for improvements to the other divisions of the organization outside GCX. S/he exhibits superior leadership skills, emotional intelligence, and business acumen, and serves as a role model in the GCX BEX as well as the wider organization.

    Primary Job Responsibilities:

    • Builds business excellence practitioner teams and provides team members with coaching and mentoring
    • Crafts the strategy for Business Excellence and designs and implements the required workflows, processes and business rules
    • Provides thought leadership in the identification of business improvement opportunities and priorities
    • Provides oversight and direction to multiple project teams and integrates activities between business functions to ensure effective project support and implementation
    • Controls and tracks project performance and time allocations across multiple work streams, evaluates project progress to plan and initiates actions to address barriers and delays
    • Reports on project progress and critical learning to large, multi-level audiences using clear, jargon-free business language
    • Determines critical business metrics, uses business logic and technical skills to structure dashboards, scorecards, and other metric systems for the use of others
    • Collects, validates, and analyzes data required to understand problem root causes, or the key drivers of required business results
    • Uses innovative problem solving and critical thinking approaches to define solutions
    • Develops and maintains trusted, respected relationships with executive stakeholders and internal customers
    • Works closely with the other support functions in the organisation to ensure alignment and mutual success
    • Leads ad-hoc, team-based problem solving sessions using Kaizen or similar event tools
    • Addresses difficult and sensitive process and business issues with executive stakeholders in a manner that results in both successful resolutions and strengthened relationship.
    • Promotes a culture of continuous improvement and Lean Six Sigma in the organisation
    • Works closely with the wider GCS BEX team to drive consistency, share best practice and leverage collective capabilities

    Requirements:

    • 10+ years business experience, ideally in strategy consulting or operational excellence
    • 5+ years experience in leading teams, preferably in a multinational in the services industry
    • Strong leadership, motivation, coaching, and people skills
    • Black Belt or Master Black Belt Certification from a reputable organization
    • Master’s degree (MBA or equivalent) preferred
    • Has demonstrated exceptional emotional intelligence through a track record of earning positive recognition for conduct, integrity, and effectiveness while successfully completing challenging assignments
    • Strong change management and stakeholders management skills
    • Practical experience applying lean process improvement, DMAIC problem solving, and DFSS design quality tools and approaches
    • Project Management Certification or demonstrated project management experience in a large-scope, multifunction business environment
    • Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
    • Demonstrates understanding and creativity in the use of technology to enable business improvements
    • Able to communicate complex technical topics in clear layman’s terms, both verbally and in writing
    • Excellent presentation skills
    • Able to develop and maintain relationships at all levels in the organization
    • Experience in, and understanding of, eCommerce business models preferred
    • Experience in contact center management is a plus
    • Proficient at reading, writing, and speaking in English

    PLEASE CLICK HERE TO APPLY

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7083406

  • 23 May

    Posted by
    Ralph


    Category

    Personal Lines Customer Service Executive

    0

    Personal Lines Customer Service Executive – Cork City.

    One of Ireland’s largest independent insurance brokers and consultants are seeking to recruit a Personal Lines Customer Service Executive in Cork City.  The role involves managing a book of personal lines renewals in addition to new business and maintaining existing and new client relationships.   

    Key Responsibilities Include:

    • Issuing motor and home insurance quotes and closing sales
    • Achieving personal lines renewal income and new business targets
    • Generating leads for general personal lines and commercial lines where the opportunity arises
    • Dealing with customer queries and providing excellent levels of customer service to our clients
    • Adhering to all compliance requirements

    Key Qualifications Skills Required:

    • Previous experience in a personal lines sales environment with a desire to work to targets
    • APA or CIP qualified (or currently pursuing)
    • Excellent IT skills
    • Flexibility, commitment and enthusiasm
    • A proactive and organised self-starter
    • Excellent communication and customer service skills

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7083508

  • 23 May

    Posted by
    Ralph


    Category

    Chargeback Agent

    0

    As a Chargeback Agent (Swedish) you will be responsible for working chargebacks initiated by buyers through their credit card company. This will require you to use discretionary decision making skills in reversing funds and limiting access to accounts in order to minimize or prevent loss. It’s critical that a Chargeback Agent has a thorough understanding of Seller Protection and knowledge of the chargeback process, including card scheme regulations and/or ACH Returns. A Chargeback Agent has excellent interpersonal skills and is able to handle multiple queues customer inquiries at once.

    Core Duties:

    • Review PayPal accounts with limited access and determine the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxed documentation including: driver’s licenses, credit card statements, bank account statements, utility bills, etc., various websites to confirm information on an account, message and customer history in Kana, and account information in Admin Tools.
    • Limiting customer accounts when appropriate.
    • Answer phone calls from Customer Service, other Operations departments, or Customer as needed
    • Place outbound phone calls to customers as needed in order to gather additional documentation when appropriate to effectively dispute a chargeback.
    • Reviewing Chargeback and/or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return.

    Competencies

    1. Customer Focus
    2. Decision Quality
    3. Problem Solving
    4. Drive for Results
    5. Time Management
    6. Functional / Technical Skills

    Specific Duties

    1. Basic knowledge of the chargeback process, card scheme regulations and or ACH returns.
    2. Limiting customer accounts when appropriate.
    3. Application of seller Protection for case completion when appropriate.
    4. Effectively identifying problems and issues by performing relevant research using the appropriate tools.
    5. Able to work chargebacks received under all reason codes.
    6. Communicate effectively and concisely with merchants, acquirers and issurers in pursuit of resolution on cases in written form (when required) without spelling or grammatical errors and verbally interacting (when required) on a professional mature level even in adverse situations.
    7. Review PayPal accounts with limited access and determine the legitimacy of the account and account holder. methods to accomplish this include reviewing faxed documentation including: driver’s licenses, credit card statements, bank account statements, utility bills etc., various websites to confirm information on an account, message and customer history in Kana and account information in Admin Tools.
    8. Provide feedback to management regarding necessary changes and updates: including policies, upgrades and customer care issues.
    9. Maintain and promote a positive attitude while meeting productivity goals.
    10. Continually display initiative to take on additional responsibilities toward professional growth.
    11. Pass department consistency testing as required.
    12. Complete company mandated compliance training annually to be in compliance with all regulations.
    13. Perform related duties as assigned.
    14. Answer phone calls from Customer
    15. Place outbound phone calls to customers as needed in order to gather additional documentation when appropriate to effectively dispute a chargeback.
    16. Meet or exceed all published metrics

    Requirements

    • Fluent in English and Swedish (written and spoken)
    • Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers.
    • Strong written (email) communication utilizing proper grammar and punctuation.
    • Ability to function in multiple telephone and email queues covering several product lines.

    PLEASE CLICK HERE TO APPLY

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7081515

  • 23 May

    Posted by
    Ralph


    Category

    French& Spanish Order Management Role

    0

    Are you Fluent in French and Spanish and looking for a new role in Galway City…..if so Contact Majella on or call 091 563868

     

    Requirements

    1. Business degree
    2. Fluency in English,Spanish and a third European language. Preferred language French.
    3. Excellent communications skills and strong team player
    4. Very good IT skills, preferably Oracle and advanced Excel

     

    Duties

    • Manage export orders from time of quotation through to time of delivery.

     

    • Collaborate with manufacturing schedulers.

     

    • Communicating with Shipping Department to manage order and shipment.Provide OEMs, dealers and customers with updated information on delivery times, order status and changes as well as with export documentation as required.

    • Providing dealers and customers with updated information on delivery times, order status and changes as well as with export documentation as required.

     

    • Ensuring highest level of customer service at all times.

     

    For more information Contact Majella on 091-563868 or email

     

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7065390

  • 22 May

    Posted by
    Ralph


    Category

    Transaction agent roles Dutch desk

    0

    Responsibilities:

    • Validation and processing of orders for new licences, upgrades and enhancement.
    • Management of system generated invoices including review approval
    • Review of order information and approval of orders for billing
    • Responsible for providing excellent customer service through effective and timely order entry
    • Proactively ensure that the team adheres to the correct processes and procedures when processing transactions.
    • Ensure service level commitments are achieved and exceeded, working with peers, your manager and internal departments to achieve same
    • Ensure complete and accurate order entry into relevant application.
    • Management of all transaction rework in terms of credit notes for all partner accounts.
    • Continuously manage and follow-up on all processing issues by taking pro-active measures to solve each issue individually as well as analysing root causes to remove the issues altogether

     Skills and Experience:

    • A minimum of Leaving Certificate or third level certification is required.
    • Experience of computer applications a requirement, in particular proficient user in Excel.
    • Fluent English and Dutch
    • Excellent interpersonal  and communication skills

    Salary: 24.5K p/a + benefits


    Contact Daniel on 014744537 for more information

    Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=7086900

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