Multilingual Customer Service Advisor

Client Services Santry, Dublin


Description

Position at j2 Cloud Services

Overview:

This position will be responsible for dealing with customers and potential customers of j2 Global. The Advisors 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 centre or similar position is essential.

Operating hours are business hours Monday to Friday.

Job Duties:

  • 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


Experience we'd like to see:
  • 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 English, French or German is essential.


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