Analyst supporting customer journey mapping at Stefanini. Engaging in customer experience improvements for financial services and insurance products.
About the role
- Customer Service Advisors supporting electricity customers in Ireland through various channels. Responsible for handling customer queries and providing excellent service in the Customer Care Centre.
Responsibilities
- Handling external and internal customer queries promptly and politely
- Listening to customers to anticipate and understand their needs
- Taking all necessary steps to satisfy customers’ needs efficiently and accurately and communicating this to the customer through first contact resolution where possible
- Completing all tasks in a professional manner, prioritising customers’ needs and safeguarding their confidentiality
- Maintaining the integrity of ESB Networks IT systems, by completing all appropriate updates promptly and accurately
- Fulfilling the role of the representative of ESB Networks to all the customers she/he engages with
Requirements
- Leaving Certificate is essential
- Experience of working in a customer-focused environment, preferably with a track record of providing excellent customer service across various channels
- Excellent Telephone interaction/communication skills
- Good IT/numeric skills including use of Outlook
- Accuracy and attention to detail
- Initiative and problem-solving skills
- Ability to work in a fast-paced environment, with an ability to learn and apply new systems and procedures
Benefits
- Opportunity to lead Ireland’s transition to net zero carbon future
- Career development through mentoring and training
- Corporate Social Responsibility Opportunities
- Sports and Social Clubs
- Networking opportunities
- Credit Union
- Generous Pension
- Access to staff well-being programmes
- Generous parental leave entitlements
- Strong values-based and inclusive culture
- Strong commitment to diversity, equity and inclusion
- Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted
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