CUSTOMER SUPPORT SPECIALIST - ENGLISH SPEAKING

About Us.
eir evo is a leading integrated telecommunications and information technology services provider.
As part of our commitment to delivering top-tier services, we are establishing a Customer Response Centre that will serve as a unified support hub for all our business solutions.
We are looking for dedicated individuals to join our team and help us shape this centre of excellence.
Role Overview.
We are seeking a motivated Customer Response Centre Specialist to join our dynamic Customer Service team.
In this role, you will play a crucial part in ensuring exceptional customer service across all solutions delivered by eircom Business.
Your contributions will help drive customer satisfaction, support service level agreements (SLAs), and ensure the successful delivery of our customer experience goals.
Key Responsibilities.
Customer Response Management.
Be a key member of our ISO-compliant Customer Response Centre, delivering integrated support for all business solutions.
Service Excellence.
Demonstrate best practices in Customer Response management, consistently ensuring high levels of customer satisfaction.
SLA & Order Management.
Support effective SLA and order management within the Service and Assure team, collaborating with other eircom Business functions and clients.
Shift Participation.
Take part in a shift rota to ensure round-the-clock support.
Customer Service Strategy.
Contribute to the development and execution of our customer service strategy to achieve targeted customer experiences.
Reporting & Customer Interaction.
Act as a single point of contact for assigned customers, generating reports, and managing service levels through regular communication, including conference calls and occasional face-to-face meetings.
Order Processing & Project Support.
Handle order processing, call management, and project activities, ensuring timely updates and resolution of customer requests.
Remote Provisioning & Support.
Provide remote provisioning and support for customer service requests, including managing complex SLA solutions.
Collaboration & Leadership.
Work closely with project managers and other team members to manage customer relationships and support overall team objectives.
Personal Development.
Continuously develop your skills and knowledge to enhance your contribution to the team.
What We’re Looking For.
A proactive team player with excellent communication skills.
Experience in customer service, order management, or related roles.
Ability to manage multiple tasks and projects effectively.
Strong understanding of SLA management and customer service principles.
Willingness to participate in a shift rota and adapt to a fast-paced environment.
Commitment to personal development and contributing to team success.
Why Join Us? At eir evo, we value our people and offer opportunities for growth and development.
Join us to be part of a company that is driving innovation in telecommunications and IT services, and help us deliver the best possible experience for our customers.
How to Apply.
If you’re passionate about customer service and ready to take on new challenges, we want to hear from you! Apply now Job Type.
Full-time Ability to commute/relocate.
Lisboa, Distrito de Lisboa.
Reliably commute or planning to relocate before starting work (Required) Application Question(s).
Have you had experience managing Service Level Agreements (SLAs) and order processing in a fast-paced environment? Can you give an example of how you ensured SLAs were met? This role involves remote provisioning and resolving customer issues online, including working with complex technical solutions.
How familiar are you with remote support tools, and can you provide an example of a time you successfully resolved a technical issue remotely? The telecommunications and IT services industry is fast-paced and constantly evolving.
How do you stay updated with industry changes, and can you describe a time you had to quickly learn a new skill or adapt to a significant change in your role? Experience.
Contact Center or High Level Customer Support.
1 year (Required) Language.
English at a C1 or C2 Level? (Required)