Customer Service Advisor

Respond is committed to equal employment and growing a diverse workforce. If you do not "tick every box" there are likely other valuable attributes and skills that you have, that would make you a great fit for the organisation. We welcome applications from people of all cultures, nationalities, genders and from anyone who has historically faced social exclusion. If you feel this role is for you, then please apply.

Role: Customer Service Advisor

Location: Airmount, Waterford City

Reporting to: Contact Centre Coordinator

Terms: (rostered hours between 8.30am and 6.00pm)

Hourly Rate:: €14.75 - €19.08 (Please note that offers are typically made at the beginning to mid-range of the advertised salary, based on skills and experience)

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, letters.
• Supporting customers by resolving a high percentage of enquiries at the first point of contact, e.g. processing repair requests, providing lettings information and balance enquiries.
• Identifying complex issues and cases and escalating them to the appropriate subject matter expert within Respond.
• Identifying individual customers' needs and demonstrating empathy in dealing with customers' enquiries appropriately.
• Assist in the yearly rent review process for all tenants.
• Representing Respond in a positive manner.

• To liaise with external agencies as required in resolving customer enquiries and to develop services further.
• 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.

• A minimum of 1-year experience in a call centre within the last 3 years is essential.
• Competence with standard desktop 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.