Contact Centre Advisor

 Location:   Airmount, Waterford Reporting to: Contact Centre CoordinatorTerms: Permanent – Full Time -39 hours per weekSalary: €26,161.20Job 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, letterSupporting 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 customers’ needs and demonstrating empathy in dealing with customer enquiries appropriately.Assist in the yearly rent review process for all tenantsRepresenting 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:Essential - A Minimum of 1-year experience in a call centre within the last 3 yearsCompetence with standard desktop IT applications e.g. word, excel and emailAbility to communicate fluently in EnglishMultitasking with the ability to talk, type and listen to calls simultaneouslyGood telephone mannerExcellent listening and people skillsAble to relate to people in stressful situations.Tact, diplomacy and respect for confidentiality  Motivated and adaptable to changeAbility 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  Application closing date Friday, 20th May, 2022.