Responsibilities
- Deliver high-quality security and compliance support through voice, web-chat, email, and SMS channels.
- Ensure an excellent customer experience at every interaction while balancing average handling time to maintain productivity.
- Participate in an industry-leading quality program and receive regular feedback, coaching, and support to achieve success.
- Inform customers about the relevance and importance of industry security and compliance standards.
- Use Sysnet technology to assist with or manage customer profiles, determine their security and compliance needs, and complete or maintain security assessments.
- Identify opportunities to promote and upsell additional security and compliance products based on customer profiles.
- Perform additional tasks as required based on business needs.
Requirements
- At least one year of experience in a fast-paced customer service environment, preferably in a call center.
- Full-time availability for 37.5 hours per week, with 8-hour shifts between 8 am and 10 pm.
- Active listening skills with purposeful and confident communication.
- Team player with a positive attitude who enjoys working in customer service.
- Strong attention to detail and ability to multitask.
- Passion for technology and software products.
- Strong decision-making and problem-solving abilities.
- Flexibility to work varying shifts and adhere to agreed schedules.
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
- Excellent written and spoken English.
Nice to Have
- Leaving certificate or equivalent is desirable.
- Customer service experience in a similar role is a distinct advantage.
Benefits
- Career progression opportunities
- Death in service cover
- Disability cover
- Employee wellness program
- Free on-site parking
- Hybrid working
- Pension
- Performance recognition through gamification bonus
- Recreation facilities
- Regular staff social events
Work Arrangement
Hybrid — Dublin, Ireland
Other
- Full-time working; 37.5 hours per week, 8-hour shift between 8 am - 10pm.
- Hybrid working in office every Tuesday, Wednesday and Thursday.
- Ability to work flexible shifts, adhering to agreed schedules.
- Excellent written and spoken English required.
