Customer Service Representative

About the Role

ADEC ARISE Europe is seeking a full-time Customer Service Agent to offer support via calls, emails, chat, and letters. This position involves hybrid working, so candidates must be within commuting distance to the office located in Castletroy, County Limerick. The working schedule includes Monday to Saturday with operational hours from 08:00 to 20:00 Monday to Friday, and 09:00 to 13:00 on Saturdays. Flexibility is expected during peak times and when covering colleagues' leave.

Key Responsibilities

• Deliver guidance, information, and technical support across multiple communication channels (phone, email, chat, letter).
• Record customer interactions in the designated system to generate customer case records.
• Maintain a professional representation of the client at all times.
• Analyze customer concerns thoroughly and escalate issues appropriately.
• Explain complex concepts and processes in simple terms understandable to customers and business users.
• Keep updated knowledge about the services offered by the client and utility providers in Ireland.
• Adhere consistently to the client’s core values throughout all tasks.

Candidate Profile

• Possess C1 proficiency in both spoken and written English.
• At least one year of prior experience in a contact center/customer service role.
• Display a professional attitude with a commitment to exceeding customer expectations.
• Show resilience and a positive approach towards challenges.
• Exhibit excellent communication skills with patience to assist customers who have limited technical knowledge.
• Have strong attention to detail and a quality-driven mindset aimed at ongoing improvement.
• Demonstrate excellent problem-solving abilities.
• Be a cooperative team member, willingly sharing knowledge with colleagues.

Employee Benefits

• Private Health Insurance offered after probation period.
• Access to Employee Assistance Programme (EAP).
• Specsavers VDU Vouchers for eye care.
• Opportunities for continuing education through further education schemes.
• Participation in the Bike to Work initiative.
• Work within a dynamic and expanding organization.
• Convenient onsite parking facilities.
• Hybrid working setup to support work-life balance.