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Customer Service Advisor – Emergency Call Answering Service (135621)

Full Time
  • Full Time
  • Dublin

BT Ireland

World-class communication solutions

Customers are at the heart of our business and delivering outstanding customer service is our number one priority. Do you have the ability to cope under pressure and still provide a first-rate customer experience?

In our Navan Call Centre, we have opportunities for you to work in the Emergency Call Answering Service. As a Customer Service Advisors you will be required to answer 112/999 calls, which involves transferring to the appropriate emergency authority.  It will be a fixed term contract on a shift basis.  This post requires the successful candidate to work outside normal office hours on a shift basis, covering weekends and Bank Holidays as we are a 24/7 hrs 365 days per year service.

Call centre experience is not essential as full training is provided to enable you to deliver our service to a very high standard.

What will you be doing as a Customer Service Advisor?

You will be responsible for delivering a high quality service to our Customers/Callers, using a variety of contact methods, first time, every time.  Follow all processes and procedures to ensure accuracy of all information to the customer continousily.
Take responsibility for ownership and delivery of KPI targets.
Remaining focused when handling calls to ensure the correct script is followed for each relevant call type – particularly when the call type is changing quickly and frequently.
To handle and take ownership of customer enquiries, seeking positive inventive solutions to deliver.
Liaise with other departments to provide flawless delivery.
Help others to be successful by sharing best practice.

What makes a successful Customer Service Advisor with ECAS?

Excellent communication skills with a professional telephone manner with a good voice tone
Attention to detail & PC literate and confident use of keyboard
Effective questioning & critical thinking skills
High level of customer service skills & team working ability
Excellent time management and active listening skills
A professional, can-do attitude and a willingness to apply yourself during your training and into your future career
The ability to remain calm, work efficiently and follow procedures and instructions in a fast paced environment and under pressure

BT Offers:

In addition to a competitive salary, you’ll also receive a full contract of employment, access to internal training tools and ongoing coaching and support with potential opportunities to advance your career, furthermore as  a valued employee, you’ll also qualify for a wide range of high street discounts as well as:

Career development opportunities within the team and the wider BT group
Continued development to build your confidence and knowledge of the role
Support so you can offer the best service to the Customer
Pension Scheme, up to 5% Company matched
Health Care
Onsite parking available
Life assurance 4 x annual salary
Employee Assistance Program

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