CENTRO DE EMPREGO DIGITAL - Detalhes da Oferta de Emprego

Sales and Service Agent with Portuguese- Dublin

Our client is a leading financial organization based in Dublin. Due to continued growth a Sales and Service position has arisen in the Portuguese market.

The role holder will be the first point of contact with customers and will usually provide a full one stop service (including resolution) for all issues within remit of department. The role holder will strive to provide excellent customer service on all respects

The role holder will be expected to be able to deal with all types of issues with customers (within remit of department) including complex and contentious matters

Process Account Applications and receive and deal with all types of prospects enquiries typically 10-20%



Deal with inbound customer queries, complaints and requests typically 60-75%



To receive, deal with and answer ALL types of customer queries, complaints and requests including bad debts, credit limits within the limit of the department. Will have the power to make decisions within their limit of authority. May deal with and resolve matters of a technical nature where customer is in possession of specialist electronic equipment (such as merchant terminals)

May deal with the issuing of legal documents such as collections letters under own name. In addition may be required to defend banks position on certain legal matters with third parties / customers

Negotiate, where necessary, to achieve a win-win situation for all involved

Deal with other departments, areas of the bank, and external third parties to achieve resolution of customer queries

May be required to identify and attempt cross selling opportunities.

May deal with the Branch network as part of role

In some cases the role holder may adopt cases and generate correspondence following initial customer contact with another area. The aim of the role holder will still be to provide excellent customer service



Other typically 5 - 10%

Act as a reference point for less experienced colleagues and provide training to colleagues new to department

May be required to evaluate new processes or systems and make recommendations to superiors

May monitor and deal with systems to ensure that the system is running effectively (such as tandem).

May have part supervisory responsibility by acting as a central point of reference for less experienced members of staff and to act as supervisor during periods of supervisory absence (including holidays)

The role holder will be required to adopt a flexible approach in order to support others and undertake other duties as required

May be required to maintain existing, and where necessary establish good working relationships with external contacts such as Solicitors, Police, Debt Collection Agencies, Liquidators etc., in order to ensure maximization of the overall business relationship.

Role usually makes use of screen based systems - (typically 80 - 95% of day)

In many cases role holders will typically be on the telephone for the majority of their day

Experience, qualifications and other requirements specific to the role

Proven experience of working in a Customer Service environment would be an advantage although not essential

Data entry experience and high level of accuracy and attention to detail essential

Proven experience of working with complex, emotive or technical issues

Proven experience that illustrates that the individual has the ability to learn to use the systems appropriate to the role

In depth experience of working in an environment limited by statutes or legal limitations

Proven experience of working in a general office environment, preferably in a financial institution

In some areas proven experience of working in the department will be required due to the often technical nature of the work.

Other knowledge needed

An extensive knowledge of one or more of the following statutes:

Elements of regulations relating to the Credit Card Industry

Elements of the Consumer Credit Act

Conditions of Use

Financial Services Act

Health and Safety at Work

Elements of Data Protection Act

Merchant Agreements

Laws and legal processes relating to role

Extensive knowledge of the systems and processes of third parties used by department

Extensive knowledge of the central systems to which the department has access (i.e. Direct Debit and Clearing etc.)

Knowledge, Skills and Expertise

Native/fluent Portuguese. Fluency in English required

Telephone Technique

Letter writing

General keyboard and multi system usage

Interpersonal sensitivity

Negotiation skills

Presentation skills

Report writing / spreadsheets where needed

Planning and Organization

Decision making

Ability to identify cross selling opportunities of products and services

Customer Focus

Adaptability

Team Working

Interpersonal sensitivity

Taking Ownership

Influencing

A general awareness of the function of all our clients departments

May require an extensive awareness and knowledge of the products, services, activities and systems of the branch network and other Client areas which can assist in the resolution of an issue.

For an immediate interview contact Brian Fairbrother on 014003503

Mail: [email protected]