Process Executive

Job Title: Customer Service Agent

Location: Cleaboy Business Park, Waterford (On site)

Role Overview

The position is based in the Cleaboy Business Park in Waterford, working on behalf of Infosys BPM for a leading brand. As frontline staff you will be the first point of contact, delivering a first class customer experience through active listening, selective questioning, problem solving and empathy.

Responsibilities

• Provide frontline support for clients via telephone and other communication channels.
• Use the available systems and tools to handle customer queries efficiently.
• Strive to achieve and maintain service level statistics.
• Maintain a high level of first call resolution and quality assurance.
• Contribute to overall team performance within your specialised department.

Qualifications

• Fluency in English (pre requisite).
• Passion for providing exceptional service to clients.
• IT literate with a confident telephone manner and strong communication skills.
• Self motivated and friendly with a positive outlook.
• Ability to handle confidential information.
• Team player with strong attendance, performance and adherence to policies.

Hours of Operation

40 hours per week, scheduled during opening hours: 8am to 9pm Monday to Friday and 8am to 8pm Saturday and Sunday. Weekend rotations of 1 in 3.

Compensation

Base hourly rate of €13.50. Sales commission based on performance.

Benefits

• 20 days holiday (pro rata for part time).
• Permanent contract of employment.
• High energy and dynamic work environment.
• Culture for promoting from within.
• Tenured based Health Cover discounts and maternity cover contributions.
• Learning and development platforms available to all employees.
• Global company with opportunities for growth across many countries.
• Community involvement opportunities.
• Accessible site for all modes of transport.
• Special staff offers - reduced rates with local stores and amenities.
• Free access to the VHI Employee Assistance Programme and to the Virgin Pulse platform.
• PRSA pension scheme.
• Eligibility to participate in client bonus schemes on some campaigns.
• Supportive working environment and opportunity to make life long friendships.

Paid Training

All training is fully paid and will take place on site at our Waterford offices. Training content will be assigned to the department you join and discussed during the interview stage.

Equal Opportunity and Diversity Statement

We are committed to providing a work environment free of discrimination and harassment. We do not discriminate on the basis of race, colour, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status or any other legally protected status. All aspects of employment at Infosys are based on merit, competence and performance. Infosys is proud to be an equal opportunity employer.