Call Centre Representative - Irish

We are looking for a Customer Service Representative who will be responsible for handling and logging all incoming telephone, e-mail, written letters, and fax contacts from customers and/ or independent representatives of our company using/selling our products. The CSR1 has a constant focus on delivering the best possible service towards the customer within the boundaries set by us. Occasionally there are also structured outbound calling activities to customers in order to pro actively resolve issues or stimulate the sales of existing/new products. The CSR1 is constantly aware of the fact that each time the customer contacts us, it is a unique opportunity to display why the customer signed up with us in the first place.  The Customer Services Department is focused on: \"One call does it all\" - Meaning we are empowering CSR1\'s to ensure the customer is satisfied by providing educate tools and reducing the amount of hand over to other departments in order to serve the customer the best way possible. All contacts are to be handled within the quantity and quality goals set by the management of the Customer Services Department. Major Tasks: Answer incoming queries from customers, solve these queries or escalate to the appropriate department within the set procedure, to maintain customer satisfaction. Process all incoming customer letters/faxes/e-mails. Registration of all contacts in the computer system to build customer history to assist CSR1\'s when customer has further questions. Attend training sessions to be informed about new procedures/products and read daily updates every morning to keep the required knowledge level up to date to ensure quality in call handling. Using Intranet as most important database to assist in daily work for accurate and correct answers to customer and Rep queries. Signalize unusual situations fast and address to management for follow-up as necessary. Provide help and assistance to colleagues as needed as well as supporting other departments when needed. Assist in various projects from time to time such as outbound activities, customer satisfaction survey or other ad hoc tasks. Effectively communicate with other department regarding customer queries/escalations