ESB Hiring for Customer Specialist Job at Cork , Ireland Full Time

Customer Specialist

Position Description

We are looking for a Customer Specialist to support the Customer Specialist Manager with the identification of customer pain points and initiatives to improve the overall customer experience.

The purpose of this role is to collate insights extracted from customer pain points using various sources of insight and issue regular reports on findings by channel. The team take proactive measures to identify opportunities to improve the customer experience based on their findings. These improvements can include but are not limited to:

• Raising and managing to completion system work requests related to customer pain point fixes
• Liaising with other business areas on identified pain points driven by a process owned in their areas to develop solutions with our customers in mind
• Updating Standard Operating Procedures (SOPs) to reflect any process changes that have initiated.
• Document new processes in line with ever changing business requirements
• When required assist the training team with training on specific modules particularly where there has been change.
• Supporting change within the business by attending and actively participating in workshops as required
• Provide assistance to our outsource partners on complex customer queries, escalations and conduct customer account investigations when required
• Report on process errors attributed to system users in our Outsource Partners and actively work with those partners to keep these at a tolerable level

Customer Specialists will be very familiar with all Electric Ireland processes, energy products and services.

The position will be based in one of our Outsource Partner sites in Cork and also operate within the ESB Smart working arrangements.

ESB is committed to offering flexibility in ways of working and we call that Smart Working – combining digital tools with a culture of trust and empowerment to enable flexible and remote ways of working.

The successful candidate may combine remote / smart working within the jurisdiction, with attendance at base for in-person collaboration, the frequency of which is agreed with the manager and subject to ongoing review.

ESB is one of the founding members of The Remote Alliance – a new initiative established by the social enterprise Grow Remote. Working with other like-minded members, we’ve committed to developing solutions that will ensure remote and hybrid working can become a sustainable part of our business.

The Remote Alliance – Grow Remote

Key Responsibilities

• Support the Customer Specialist Manager
• Collate insights, pain points and solutions
• Manage the paper trail associated with work requests from start to delivery
• The remit of this role covers our outsource providers
• Provide real-time assistance to solve customer escalated queries that outsourced specialists are unable to resolve themselves
• Support the Customer Specialist Manager in extracting insight from customer pain points
• Liaise closely with the training team to inform relevant new hire training and on-going training
• Provide support to customer service and sales delivery where required (for example advisor and team lead coaching on specialist knowledge)

Knowledge, Skills and Experience

Essential

• Excellent knowledge of Electric Ireland’s wide range of energy products, services, policies, and processes
• Attention to detail
• Ability to accurately document problems and resolutions
• Analytical
• Good knowledge of how a call centre operates
• Demonstrable previous customer service experience with direct customer contact
• A courteous nature with strong customer service orientation and empathy for customers
• The ability to stay calm under pressure
• Good listening skills and the ability to communicate clearly and effectively.
• Energy and proactivity with a positive outlook
• Flexible
• Must have excellent communication skills, both written and verbal in English
• High skill level of Microsoft suite products

Desirable

• Project management skills would be very useful

Why Work with Us?

• Opportunity to lead Ireland’s transition to net zero carbon future
• Progressive, hybrid working model
• Career development through mentoring and training
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• Generous Pension
• Access to staff well-being programmes
• Generous parental leave entitlements
• Comprehensive Diversity & Inclusion programme
• Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted

Salary

€37,000- €44,000 per annum.

Closing Date

6th March 2023.

Note: Please advise if you require any assistance or accommodations should you be called to attend an interview.

If you have any queries in relation to this job, please contact [email protected]

Your application will be held in reserve for 6 months should you be suitable for the role.