Customer Service Representative ()

Letterkenny - Ireland

Monthly Salary: Not Disclosed

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

Ifyou need support in completing the application or if yourequirea different format of this documentpleaseget in touch the subject line: Application Support Request.

Job Type: Permanent
Location: Letterkenny Co. Donegal; Onsite
Hours of Work: 8hour rotation between 07:00 AM and 19:00PM.

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre were proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber we foster a culture of continuous learning innovation and respect. Our people are at the heart of everything we do collaborating across teams geographies and disciplines to drive real change for clients around the world. Be part of something global grounded in Donegal.

Careers at TCS: It means more
TCS is a purpose-led transformation company built on belief. We do not just help businessesto transformthrough technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you it means more to make an impact that matters through challenging projects which demand ambitious innovation and thought leadership.

Delivering Real Service Impact Your work ensuresefficient support across phone email and digital channelsmaking certain thatcustomers receive the help they need quickly contributing directly to smooth operations and a positive overall service experience.

DevelopingStrong ProfessionalSkillsWorking across call-centre service-centreandadministrative functions will help you build valuable communication problemsolving and organisational abilities that are essential in any modern service environment.

Being a part of a Collaborative TeamJoin a collaborative team of over 100 professional team members where knowledge-sharing and mentorship helps you learnthriveand succeed every day.

The Role
To support the delivery of great customer outcomes by delivering excellent service to the customers ofourLife and Pensionsclient. This includes responding efficiently to customer demands received throughinbound and outbound telephone includes usingstrong communicationandaccurateadministration skills when dealing with customer demands and carrying outany associated tasks in support of effective service delivery acrossback-officeadministration call centre orservice centre functions asappropriate.

In this role you will be a part of a strong collaborative team of over 100 professionals working together to deliver exceptional support. This positionincludes rotational shiftsscheduled on an 8-hour rotationbetween 07:00 AM and 19:00 PM Monday- Friday.

Yourresponsibilities:

Communicate clearly with customers (including vulnerable customers and complainants) both verbally and inwriting to understand and respond appropriately to their needs;

Develop on-going positive relationships with designated (and other) business partners both internal and external ensuring best practice advice is shared and maximum efficiency is achieved;

Maintain apositive relationshipwith all internal andappropriate externalcontacts to maximize efficiency and torepresentthe business in a professional manner at all times;

Work accurately and efficiently to achieve quality standards and to ensure customers receive correct andtimelyinformation and to support the delivery of SLAs and other delivery metrics including customer feedbackmetrics. This may include makingrisk-baseddecisions that support the delivery of good customer outcomes;

Instigate support and drive through opportunities to improve efficiency of processes the customer experienceand service delivery and to remove failure demand and waste and to drive First Point Resolution;

Focus on continued personal development and skills and knowledge acquisition to support service deliveryacross multiple channels and customer demands;

Demonstratebehaviorswhich support the delivery of great customer outcomes through the effectivemanagement of Conduct raise emerging risks appropriately.

Observe contractual and legal obligations by adhering at all times tothe clientscorporate policiesproceduresand includes but is not limited to Data Protection Information Security Anti-FinancialCrimeand other Compliance related Policies;

Achieve individual team and department SLAs/KPIs and other measures or obligations that support theeffective delivery of service including customer outcome measures and any other customer or client centricmeasures;

Manageyour ownworkload to ensure personal and team targets are met.

Your Profile
Essentialskills/knowledge/experience:

Education (Qualifications):Ideally qualified toLeaving Certificate Ordinary Level or equivalent. Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential;

Knowledge & Experience:Ideally would havepreviousexperience within a customer facing environment and an ability to work efficiently and accurately in applying product and systems knowledge across a wide range of queries to carry out processing tasks;

StrongCommunication Skills: A confident professional telephone manner and ability to effectively execute on the above duties;displayingclear and concise communication skills;

Analytical Skills:Possessa goodunderstandingofMS Excel and Word andanappetite to learn and effectively navigate multiple computersystems and other technologies. An ability to assimilatenew informationquickly and to be flexible and adaptableto change as well as toidentify support and drive improvement opportunities;

Interpersonal Skills:Mustpossessand demonstrate a helpfulcan-doand service-oriented outlook with the ability to work underpressure and meet tight deadlines in a team environment being discreet when dealing with confidentialinformation. Must be self-motivated proactive going beyond the call of duty have a keen eye for detail be result-oriented and have an ability to stay calm under pressure and in uncertainty; and

People Skills:A proventrack recordof beinga strongteamplayer with a positive experience within a customer facingenvironment in the Financial Service sector.

Flexible and Willing to Learn:Must be flexible as this role will require to support different areas of our business upon request depending on businessneedsand a willingness to undergo professional and relevant job specific qualifications and compliancewith the annualmandatory compliance training regime.

Desirableskills/knowledge/experience:

Basic Understanding of Life & Pensions Products -Awareness of common policy types (life cover annuities pensions protection products) and basic terminology.

Financial Services Awareness -Interest in or exposure to the broader financial services sector including compliance and regulatory environments.

Good Numerical Ability -Comfort working with figures premiums dates and policy values.

Proficiencywith CRM or Administration Systems -Experience using customer databases casemanagement systems or financial services platforms.

Conflict Resolution Skills -Ability to remain calm and professional when dealing with frustrated or vulnerable customers.

Data Protection Awareness -Understanding the importance of confidentiality and GDPR principles.

Rewards & Benefits
TCS is consistentlyvoteda Top Employer in the UK and globally. Our competitive salary packages feature pension health care life assurancelaptopandaccess to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sportsevents;we are the proud sponsor of the London Marathonand partner with our local communities in Ireland.

Diversity Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individualsin accordance withthe Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).
We welcome and embrace diversity in race nationality ethnicity disability neurodiversity gender identity age physical ability gender reassignment sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer we offer an interview to applicants with disabilities or long-term conditions who meet theminimumcriteria for the role. Please email us you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview please contact the subject line: Adjustment Request oremail request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Beware of Fraudulent offers
This is tonotify youthat TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail Yahoo Mail and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker beware of fraudulent recruitment activity and protect your interests! You can write report any fraudulent activity.

Due tothe highvolume of applications we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days then it should bedeemedunsuccessful on this occasion.

Join us and do more of what matters. Apply online now.

Required Experience:

Unclear Seniority

Delivering Real Service Impact Your work ensuresefficient support across phone email and digital channelsmaking certain thatcustomers receive the help they need quickly contributing directly to smooth operations and a positive overall service experience.

DevelopingStrong ProfessionalSkillsWorking across call-centre service-centreandadministrative functions will help you build valuable communication problemsolving and organisational abilities that are essential in any modern service environment.

Being a part of a Collaborative TeamJoin a collaborative team of over 100 professional team members where knowledge-sharing and mentorship helps you learnthriveand succeed every day.

Communicate clearly with customers (including vulnerable customers and complainants) both verbally and inwriting to understand and respond appropriately to their needs;

Develop on-going positive relationships with designated (and other) business partners both internal and external ensuring best practice advice is shared and maximum efficiency is achieved;

Maintain apositive relationshipwith all internal andappropriate externalcontacts to maximize efficiency and torepresentthe business in a professional manner at all times;

Work accurately and efficiently to achieve quality standards and to ensure customers receive correct andtimelyinformation and to support the delivery of SLAs and other delivery metrics including customer feedbackmetrics. This may include makingrisk-baseddecisions that support the delivery of good customer outcomes;

Instigate support and drive through opportunities to improve efficiency of processes the customer experienceand service delivery and to remove failure demand and waste and to drive First Point Resolution;

Focus on continued personal development and skills and knowledge acquisition to support service deliveryacross multiple channels and customer demands;

Demonstratebehaviorswhich support the delivery of great customer outcomes through the effectivemanagement of Conduct raise emerging risks appropriately.

Observe contractual and legal obligations by adhering at all times tothe clientscorporate policiesproceduresand includes but is not limited to Data Protection Information Security Anti-FinancialCrimeand other Compliance related Policies;

Achieve individual team and department SLAs/KPIs and other measures or obligations that support theeffective delivery of service including customer outcome measures and any other customer or client centricmeasures;

Manageyour ownworkload to ensure personal and team targets are met.

Your Profile
Essentialskills/knowledge/experience:

Education (Qualifications):Ideally qualified toLeaving Certificate Ordinary Level or equivalent. Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential;

Knowledge & Experience:Ideally would havepreviousexperience within a customer facing environment and an ability to work efficiently and accurately in applying product and systems knowledge across a wide range of queries to carry out processing tasks;

StrongCommunication Skills: A confident professional telephone manner and ability to effectively execute on the above duties;displayingclear and concise communication skills;

Analytical Skills:Possessa goodunderstandingofMS Excel and Word andanappetite to learn and effectively navigate multiple computersystems and other technologies. An ability to assimilatenew informationquickly and to be flexible and adaptableto change as well as toidentify support and drive improvement opportunities;

Interpersonal Skills:Mustpossessand demonstrate a helpfulcan-doand service-oriented outlook with the ability to work underpressure and meet tight deadlines in a team environment being discreet when dealing with confidentialinformation. Must be self-motivated proactive going beyond the call of duty have a keen eye for detail be result-oriented and have an ability to stay calm under pressure and in uncertainty; and

People Skills:A proventrack recordof beinga strongteamplayer with a positive experience within a customer facingenvironment in the Financial Service sector.

Flexible and Willing to Learn:Must be flexible as this role will require to support different areas of our business upon request depending on businessneedsand a willingness to undergo professional and relevant job specific qualifications and compliancewith the annualmandatory compliance training regime.

Desirableskills/knowledge/experience:

Basic Understanding of Life & Pensions Products -Awareness of common policy types (life cover annuities pensions protection products) and basic terminology.

Financial Services Awareness -Interest in or exposure to the broader financial services sector including compliance and regulatory environments.

Good Numerical Ability -Comfort working with figures premiums dates and policy values.

Proficiencywith CRM or Administration Systems -Experience using customer databases casemanagement systems or financial services platforms.

Conflict Resolution Skills -Ability to remain calm and professional when dealing with frustrated or vulnerable customers.

Data Protection Awareness -Understanding the importance of confidentiality and GDPR principles.

Required Experience:

Unclear Seniority

Key Skills

Typing
Data Entry
Customer Service
Basic Math
Computer Skills
Windows
Banking
Upselling
Pricing
Sanitation
Cash Handling
Stocking

Apply Now

About Company

Tata Consultancy Services

We strongly believe global challenges need global solutions. We are continually engaging with our employees, clients, partners, public institutions, and community organisations across the world to step up and rise to the occasion. We are #OneTCS. A part of the Tata group, India's lar ... View more

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