Actavo Hiring for Escalations Coordinator Job at Dublin , Ireland Full Time

PART 1: Role Details
Role Title
Escalations Coordinator
Department

Sky
Reports To
Customer Service Manager
Location
D12

PART 2: Role Purpose
You will interact with customers on behalf of Actavo by providing information about products and services, responding to customer complaints, and process returns. CSR’S are responsible to help achieve the back office KPI’s daily. In addition, the role involves other administrative activities relating to reporting.

PART 3: Principal Responsibilities
1
Adhere to and maintain compliance with all Health and Safety procedures within your work. Ensuring you are responsible for yourself and/or team members who report into you
2
Answering and resolving inbound call enquiries and demonstrate ownership of customer issues in terms of follow up and escalation
3
Ensure issues are resolved both promptly and accurately in accordance with service level agreements (SLA’s)
4
Handle and resolve all customer complaints for customer satisfaction and proactively seek to identify the root cause to prevent reoccurrence
5
Responsible for tracking escalations from the client and responding to queries within SLA’s
6
Initiate outbound contacts with customers, responding to any enquiries or queries
7
Track and Route SAT/MDU & SKY Business jobs
8
Ensure computer database updates and alt-logic requirements are met
9
Acquire full knowledge and be familiar with all Sky products
10
Provide Sky Engineers with technical information where required and ensure timely follow up on Engineers paperwork
11
Route calls to appropriate resource efficiently
12
Produce Service Engineers weekly invoicing.
13
Compile reports on a daily and weekly basis, practicing and maintaining an efficient and effective filing system.
14
Provide recommendations and solutions and suggestions for process improvement where applicable.

PART 4: Person Specification
Experience

• Previous experience working in a customer service role in a contact centre environment is desirable but not essential

Skills & Competencies (evidence of)

Technical

• Excellent computer skills, including advanced knowledge of Microsoft Office – Word, Excel and PowerPoint.
• Good data entry and typing skills.

Interpersonal

• Strong organizational, interpersonal and communication skills required.

Business Skills

• Customer Service skills
• Time Management
• Communication and Negotiation
• Problem Solving

Personal

• Courteous and friendly professional telephone manner essential.
• Problem Solving
• Listening and Customer Service skills
• High level of initiative and creativity.
• Must have a positive nature, can-do attitude and be a team player
• Flexibility in line with business requirements
• Ability to represent the company in a professional manner at all times

ACT 1