Client Experience Specialist (IT Support)

“The primary role of the Customer Support Professional is to provide first-class customer, technical and billing assistance to BT customers”.

Support Professionals will handle technical customer inquiries in a courteous and professional manner while providing the highest level of customer service. They will be called upon to utilize various databases and develop analytical skills to resolve problems accurately in the most efficient manner while maintaining an excellent customer service level.

Responsibilities:

• Provide first-class support within a call center environment to customers via telephone
• Achieve and maintain call handling and quality based statistics
• Effective use of the systems and tools available to the Support Centre
• Track and document information regarding customers and their queries in call tracking database
• Contribute to overall team performance, including support and assistance of other team members
• Promote additional client services as required

Personal Success Profile:

• Excellent Customer service skills with a minimum of 1-year customer service experience
• Excellent communication skills to include verbal, written and listening
• Ability and willingness to solve problems and provide support
• Fixed working timetable from 9.00 am – 5.30 pm, 5 days a week (Monday to Friday)
• Experience in an environment where adherence to a schedule is of the utmost importance
• Good knowledge and understanding of the internet, broadband etc
• Must be able to work in a high volume, fast-paced, goal-oriented environment
• Must have strong initiative, be positive and a quick learner with attention to detail
• Ability to work independently and in a team environment
• Resilient and calm with an ability to assist customers and drive brand loyalty
• Ability to manage time wisely to meet call handle time and work with targets
• Leaving certificate or equivalent

We offer you:

• Competitive salary and incentives
• An exciting full-time, permanent job in a fast-paced environment
• Opportunities for development and promotion
• In-house recognition

The purpose of this job description is to provide a concise statement of the major responsibilities of this position in a standardised format. It is not intended to describe all elements of the work that may be performed and should not serve as the sole criteria for personnel decisions and actions.