RESPOND IS THE LARGEST HOUSING ASSOCIATION IN IRELAND PROVIDING SOCIAL
HOUSING AND HOMELESS SERVICES. WE ARE BUILDING OUR TEAM OF PEOPLE WITH
AMBITION AND ABILITY TO ACHIEVE OUR AIM TO MEANINGFULLY ADDRESS THE
HOUSING AND HOMELESSNESS CRISIS IRELAND.
ROLE: CONTACT CENTRE ADVISOR BY 2
LOCATION: Airmount, Waterford
REPORTING TO: Contact Centre Coordinator
TERMS: Fixed Term ? Full Time
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, letter
* Supporting customers by resolving a high percentage of enquiries
at the first point of contact, e.g. processing repair requests,
providing lettings information, balance enquiries.
* Identifying complex issues and cases and escalating them to the
appropriate subject matter expert within Respond.
* Identifying individual customer?s needs and demonstrating
empathy in dealing with customers enquiries appropriately.
* Assist in yearly rent review process for all tenants
* Representing Respond in a positive manner.
JOB CONTEXT, MAIN ACTIVITIES AND SCOPE:
* ?To liaise with external agencies as required in resolving
customer enquiries and to further develop services.
* ?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
PERSON SPECIFICATION:
* A Minimum of 1 year experience in a call centre within the last 3
years is essential
* Competence with standard desk top 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
TO APPLY: Please email CV and cover letter **Apply on the website**
clearly stating which position is being applied for.
CLOSING DATE FOR APPLICATIONS IS CLOSE OF BUSINESS ON MONDAY **APPLY
ON THE WEBSITE**TH JULY **APPLY ON THE WEBSITE**.
We need : English (Good)
Type: Permanent
Payment:
Category: Others
