Customer Service Advisor

Client Support Santry, Dublin


Description

Position at j2 Cloud Services

Overview

The successful candidate will play a key role in the growth of j2 Global. This role is uniquely positioned to create success rather than maintain the status quo. The Customer Service Advisor reports to the Customer Service Manager and is a key member of the j2 Global® team.

This position will be responsible for dealing with the customers and potential customers of j2 Global. The agent is directly communicating with the fast growing amount of end-users per phone and e-mail and help them setup, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.

About the role...

  • 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
  • Collection calls , contact customer to collect payments and update payment methods
  • 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.

About you...

  • To succeed in this role you will be an enthusiastic self-motivated person, who enjoys learning and trying new things, who isn’t afraid to ask questions and relishes taking on responsibility for results.
  • The role requires individuals to handle customer service queries over the telephone and through email. You must have excellent communication skills and have the confidence to provide the necessary support.
  • Strong attention detail is required for this role. Individuals should have previous experience of following up with customers and keeping them up to date with progress.
  • You must be PC proficient and have working knowledge of Microsoft office tools such as Excel, Outlook and Word.
  • You should have the ability to work both independently or as part of a team
  • Fluency in English & French is required. A second European language such as German, Spanish & Italian would be desired.