Senior Customer Service Advisor

Commercial lines, personal lines and specialty programs are run as separate business units. Founded as a farmers' mutual in 1958, the company is now one of the larger mutual insurers in Ireland.

Job summary:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Remote, open to candidates across Ireland. You will write a lot of updates, so clear written English is important.

Job duties:

• Meet targets for handle time, quality score and customer satisfaction.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Notice repeat problems and report them to your team lead.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Follow scripts and required disclosures on recorded lines.
• Complete required training and quality coaching sessions.
• Process returns, exchanges, refunds and address changes.

Qualifications:

• 6+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.

Nice to have:

• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.
• Bilingual English and Spanish (pay differential)
• Chat support experience.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Compensation and benefits:

• Health insurance for you and your family.
• Pension contribution.
• 25 days annual leave.
• Company pension scheme.
• Paid training.
• Bike to work scheme.
• Overtime available.

Unfortunately we cannot offer visa sponsorship for this role.

We may close the vacancy early if we receive a high number of applications.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Marbleworth Insurance.