Customer Care Executive (Full-Time)

at  The Irish Times

Job Title: Customer Care Executive (Full-Time)
Location: Dublin, Ireland (Hybrid Working)
Contract: Full-Time, Fixed Term Contract (24 Months)

ABOUT US: THE IRISH TIMES HAS DELIVERED TOP QUALITY NEWS, OPINION AND ANALYSIS SINCE IT WAS FIRST PUBLISHED IN 1859. AS MEDIA TECHNOLOGIES EVOLVE, SO DO OUR METHODS OF STORYTELLING AND DELIVERY. THE IRISH TIMES CONTINUES THE TRANSITION FROM PRINT TO MULTI-PLATFORM PUBLICATION, WHILE UPHOLDING THE JOURNALISTIC PRINCIPLES THAT EARNED IT THE REPUTATION AS IRELAND’S PAPER OF REFERENCE.

In recent years, the Irish Times Group expanded its interests to include the Irish Examiner, The Echo, Regional newspapers and in addition to the Citywest print facility, the property website MyHome.ie, recruitment website RecruitIreland.com, news website BreakingNews.ie, Irish Times Training & RIP.ie.

SKILLS AND EXPERIENCE:

• Minimum 1 year experience working within a customer service role
• Experience in B2C environment
• Good working knowledge of systems
• Excellent Microsoft Office experience
• Shows a strong appreciation of the Irish Times brand/product
• Good knowledge of Retention

THE ROLE:

This role within the customer service team will be responsible for handling our current digital and home delivery customers.
The person appointed will assist with all subscription queries ensuring the highest standard of customer service. The successful candidate will be responsible for multi-channel contacts and taking a proactive approach to customer service for our subscribers.
The suitable candidate will have previous experience working in a customer service role. They will have excellent communication skills and demonstrate resilience within a fast paced, driven environment. The role requires excellent organisational and problem-solving skills. Includes some weekend working.

RESPONSIBILITIES:

Speaking with customers via email, on the phone, social or live chat.
Identifying and assessing a customer’s needs to ensure they are satisfied.
Meeting all personal and team targets.
Building lasting relationships with customers and ensuring they feel supported and valued.
Dealing with customer complaints and striving for first contact resolution.
Maintaining customer records by updating and managing their account information within our CRM and other subscription software.