Company Description

We are SGS- the world’s leading Inspection, Verification, Testing and Certification company. We are recognised as the global benchmark for sustainability, quality and integrity. With 99,600 employees across our 2,600 offices and laboratories worldwide, we are working together to enable a better, safer and more interconnected world.

We provide independent services worldwide that make a difference in people’s lives across Testing, Inspection and Certification. We also offer training and consultancy services to ensure your organisation stays up with the latest developments in standards, regulation and technology across all industries.

Wherever you are, whatever your industry, our experts worldwide provide specialized solutions to make your business faster, simpler and more efficient.

We are currently recruiting for a number of Customer Service Advisors for our Galway Contact Centre to support our service deliverables in the Small Pubic Service Vehicle (SPSV) Industry within one of our awarded Government Services. The position is based on-site in our Galway office. This position is a full time, fixed term contract.

In SGS Galway Contact Centre, we are seeking enthusiastic new team members who thrive in a Team environment while delivering an exceptional customer experience. If you are looking for a dynamic, open and progressive culture with the opportunity to develop your career, we’d love to hear from you.

Job Description

Our offices are open from 9am to 6pm Monday to Friday (excluding public holidays)

Reporting to the Licensing Coordinator & Operations & Quality Supervisor, the successful candidate will be responsible for the following activities:

Answer incoming customer phone calls and take appropriate action for each call
Strict adherence to Scripts, Standard Operating Procedures and Data Protection Guidelines
Maintain customer satisfaction ratings based on explicit criteria set forth by the company
Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires escalation
Input data into the company host platform to keep each customer record updated
Routing inbound calls to the appropriate resources
Completing call notes as necessary in a clear and concise manner
Obtaining and evaluating all relevant data to handle complaints and inquiries
General administration, communicating and coordinating with internal department
Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and at all times adopt behaviour in accordance with SGS Equality & Diversity policy.
At all times adopt a safe and professional behaviour by exercising due regard for the health and safety of yourself, colleagues and members of the public, in line with the Company’s policies and procedures.

This is not a definitive list of duties.

Qualifications

Leaving certificate and/or FETAC 5 skills certificate

Requires at least 1 year’s customer service experience
Strong Computer Skills & general PC Proficiency
Excellent attention to detail
Excellent communication and people skills vital to this role
Ability to work on own initiave or in a proactive manner as part of a team
Strong Team Player Skills
Strong Learning Capabilities
Strong customer service focus and experience
Fluency in both written and spoken English – excellent documentation skills required
Initiative and excellent problem-solving ability in a fast-paced environment
Candidate should be pro-active and possess excellent organisation skills
Irish Speaker is an advantage

Additional Information

An overview of some of the benefits available:

Comprehensive training programme
Comprehensive continued professional development programme
Progression Opportunities
Annual Tax Saver Tickets for Rail, Bus and Luas
Bike to Work Scheme
Employee Assistance Program
Digital Wellness Platform
Pension

Customer Service Advisor

Benefits

Job Description