Customer Service Advisor

Client Support Santry, Dublin


Description

Position at j2 Cloud Services

The successful candidate will play a key role in the growth of j2 Global.  The Customer Service Advisor reports to the Customer Service Manager and is a key member of both the Voice and Fax Teams.  This position will be responsible for dealing with customers and potential customers of j2 Global.  The Advisor will answer enquiries by phone (both in-bound and outbound) and e-mail on topics such as account set-up, product usage and billing enquiries. Enthusiasm and energy are critical attributes for the position. Prior experience in a call center or similar position is essential.   Operating hours are business hours Monday to Friday.

Job Duties:

  • Supporting customers in the pre & post-migration phase
  • Responsible for answering customer calls efficiently, accurately and in a professional manner using excellent customer service skills.
  • Retention of existing customers calling to cancel their service through active probing, engagement and discovery of their cancel reason (s) and exhausting all efforts to prevent
  • Responsible for contacting customers re customer service issues specifically with a view to retaining customers or checking for potential fraud
  • Develop and maintain knowledge of  the company’s products, services, policies and procedures
  • Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.
  • Report accurately on calls inbound and outbound, record calls and call details on company systems.
  • Other duties as assigned. 

Job or Project Requirements and Experience:

  • Previous call centre, retention or customer service experience is preferred
  • Excellent communication skills (oral and written)
  • Strong attention to detail and follow up skills.
  • PC proficiency; Knowledge of MS Word, Excel and Outlook
  • Ability to work both independently and as part of a team
  • Fluency in French is essential
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