SGS – Customer Service Advisor

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.

Key Requirements

• 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 an advantage

Qualifications

Leaving certificate and/or FETAC 5 skills certificate

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

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