Customer Loyalty Agent - Fixed Term Contract

What if you could become great at the things you're good at? PhoneWatch, part of Sector Alarm Group, is Ireland's largest home safety company. We protect over 120,000 homes and small businesses nationwide. Here, there are no limits to how quickly you can develop. Learn new skills, sell something you truly believe in and grow faster than you ever imagined possible! Join a team that wants you to succeed as much as you do. PhoneWatch, Safely Adventurous.

Applications are invited for the post of Customer Loyalty Agent based in our Dublin City Centre HQ. This is a 12 month Fixed Term Contract.

This role is ideal for people that are target driven and customer focused. It involves the outbound calling to customers to promote PhoneWatch values and services in a positive manner. The successful candidate will be somebody who can work on their own initiative and display an ability to be timely and accurate in the processing of information and who is driven to succeed and not only achieve, but exceed, targets set. The successful candidate will work as part of the wider Retention team and will contribute to the overall departmental delivery of Churn targets and KPI's.

This vacancy is a full time permanent position. A fundamental element of the PhoneWatch approach is to recruit and develop the Right People – this means finding people with the right skills and experience, but above all else people with the right attitude. Someone who can clearly demonstrate their ability and commitment to the core values of PhoneWatch – Customer Focused, Goal focused, Willing to Improve and Reliable.

Responsibilities of the Customer Loyalty Agent:

• Conduct successful outbound calls, with existing customers to instill confidence and value with the Phonewatch Alarm service.
• Building rapport and having engaging conversations which will reduce churn and in turn reduce customer churn.
• Confidence in objection handling
• Deliver key KPI's and churn targets and contribute to the overall delivery of the Retention team targets
• To work in line with company values and ethics
• To maintain a high level of product and process competence

Requirements:

• Ability to communicate effectively with customers over the phone
• Proven track record in an outbound contact centre environment
• Passion to deliver excellent customer service and strong customer focus
• Competent user of Microsoft office packages
• The ability to work as part of a team supporting colleagues when necessary
• Positive, can-do attitude.

The Right Person:

• Target driven and retention focused
• Experience working in a customer service environment and delivering on KPI's.
• Ability to handle customer calls in an approachable, friendly, and reassuring, empathetic way
• Ability to work on their own initiative
• Be timely and accurate when processing information
• Be versatile, flexible & team player

Remuneration & Benefits

• Base salary of €26,000
• Up to 15% quarterly bonus structure in place
• Access to onsite gym
• Regular social events

INDCS