Part-time Assistance Coordinator, Weekends 512 views7 applications

OVERALL OBJECTIVE OF POSITION:

The Part-time Assistance Coordinator role is at the forefront of the contact centre and requires an individual with a strong track record in telephone based customer service skills. The Assistance Coordinator, makes decisions in relation to insurance entitlements, liaises with members of the public (the ‘insured’), suppliers and teammates to provide roadside & home emergency assistance.

 

HOURS OF WORK:

  • Weekday Evening shifts: Monday-Friday (any times between 4pm and 10pm but generally 5 hours of work)
  • Weekend shifts: Saturdays & Sundays (any times between 7:30am-10pm but in shifts of at least 7 hours, e.g. 9am-5pm)
  • Minimum 14 hours per week contract
  • Core hours and days are Saturday & Sunday
  • But requires flexibility for at least two to three days per week for weekday shift

 

MAIN RESPONSIBILITIES & DUTIES:

  • To handle customer enquiries politely and courteously
  • To provide back-up and support to the Home and Travel Claims team as required
  • Demonstrate a professional attitude at all times, towards work and fellow colleagues
  • Setting up of required assistances in accordance with our Service Level Agreement
  • Administration & preparation of QC’s
  • Carry out quality reviews
  • Detailed recording of each case
  • Control of costs
  • Liaison with the Networks team in the interests of providing superior service to our customer
  • Any other duties pertinent to the Assistance process as prescribed by Management
  • Any administration duties pertinent to the Assistance Process as prescribed by Management
  • This is not an exhaustive list and we expect the person to demonstrate their individuality & innovativeness and use any particular skills as the need arise.

 

PERSON SPECIFICATION:

  • Minimum 1-2 years previous experience working in a customer service environment preferably in a contact centre environment
  • Available to work ALL mentioned rostered hours/days
  • Demonstrated track record in handling the challenges of customer service positively and enthusiastically
  • Excellent written communication skills is a must (previous experience of corresponding with customers via email, letter etc.)
  • Ability to listen attentively and gather all relevant facts from the customer
  • Efficient with MS Office

 

WHAT WE OFFER IN RETURN:

  • A competitive & progressive salary
  • Overtime rates (after 35 hours per week)
  • Several annual and monthly monetary recognition rewards
  • Service recognition rewards
  • Employee Referral Scheme
  • Genuine opportunity to develop & advance within the company via paid further educational opportunities and becoming a member of a recognised professional body
  • Structured roster for shift work notified weeks in advance
  • Social outings and social clubs
  • City centre location working for a large global company
  • Other benefits that become realised with service such as Paid Sick Leave, Income Protection & Life Insurance

 

Please be informed that structured training will also be provided at the commencement of the role and this is generally Monday-Friday 9am-5pm for approx. 2 weeks. Please do not apply if you are not available for this as this is a strict requirement.

Please also note that, unfortunately, only successful candidates that we wish to progress to the next stage of the recruitment process will be contacted.

Basic Salary: €10.99 per hour

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