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Customer Service Agent

Customer Service Agent

Responsibilities

In line with the service level set out within the operating contract, respond to all customer correspondence received which includes but are not limited to:

  • Updating of all correspondence received in the CRM Microsoft Dynamics and Talk Desk databases and ensure that all contacts are recorded.
  • Ensure all customers are responded to through Microsoft Dynamics and Talk desk, in line with our Passenger Charter commitments.
  • Respond to queries and complaints received through email, webform, phone, social media, employees in the field within the contractual SLA.
  • Complete daily reports and share with relevant departments.
  • Handle, receive and process all lost property through the NotLost system.
  • Defuse stressful situations to move beyond customer’s frustration and solve the customer’s problem.
  • Process and track all payments for SFN’s, SFN Appeals and Transdev letters.
  • Liaise with our Park and Ride sub-contractor to arrange for payments of fines and clamp release.
  • Provide assistance and advice to mobility impaired customers.
  • Deal with Leap Card, Tax Saver and Luas ticket enquires.
  • Provide support to the Network Management Centre (NMC) in the event of a service disruption by making PA and PID updates when required, updating the Luas website, app. and social media pages.
  • Cover reception during lunch hours, annual leave and sickness.
  • Cover Sandyford and Broombridge reception during annual leave and sickness.
  • Conduct general administration duties such a minute taking, when required to do so.

Competencies              

  • Attendance: Excellent attendance and timekeeping record.
  • Communications: Excellent communications skills are essential. Interacting well with our customers, staff and client TII.
  • Time management: Excellent time management and organisational skills are essential.
  • IT skills: good knowledge and experience of using MS Office and
    Social Media, Twitter, Facebook and Instagram for business.

Experience      

  • Teamwork: Previous experience of working in a call centre environment.
  • Multi-lingual: Spoken and written experience of Irish and other EU languages preferable.

To apply for this role, please email [email protected]