SGS IS THE WORLD’S LEADING INSPECTION, VERIFICATION, TESTING AND CERTIFICATION COMPANY. WE ARE RECOGNISED AS THE GLOBAL BENCHMARK FOR QUALITY AND INTEGRITY. WITH MORE THAN 96,000 EMPLOYEES, WE OPERATE A NETWORK OF MORE THAN 2,700 OFFICES AND LABORATORIES AROUND THE WORLD.

We have an exciting role within our NTA Contract:
The successful candidate will be responsible for supporting the taxi licensing team in a responsible and professional manner. The individual must be reliable, have strong communication skills and contribute positively to the team.

Job Description

• Supporting the current SME Team and NTA Customer Service Advisors
• Monitoring telephone calls and admin processes to ensure they are dealt with within the service level agreement parameters and in line with standard operating procedures
• Complex Case investigation and issue resolution
• Development, Implementation and review of scripts and standard operating procedures
• Ticket/case management, monitoring and close out within defined service levels
• Handling of client complaints in accordance with company procedures.
• Conducting service quality monitoring to ensure performance levels are achieved
• Compilation and preparation of daily, weekly and monthly reports
• Adhering to strict deadlines
• Liaison with the NTA in terms of performance and service improvements whilst working closely with the Licensing Coordinator
• Create and update training documentation in line with operational procedures
• Provide training as and when required
• The maintenance of call centre operational policies and procedures
• Handle confidential information securely and in line with Records Management and Data Protection Policies.
• Provide support and assistance to other teams

This is not a definitive list and other duties maybe added on an Ad hoc basis

THE IDEAL CANDIDATE WOULD POSSESS THE FOLLOWING ATTRIBUTES/ SKILLSETS;

• 1 -2 years customer service experience
• Strong Computer Skills & general PC Proficiency
• Leaving Cert minimum education requirements
• Possess excellent interpersonal, leadership and communication skills
• Be organised, efficient, flexible and quality focused
• Haven a proven track record in terms of reliability and attendance
• Have the confidence to take responsibility for achievement of objectives
• Strong time management skills and excellent attention to detail.
• Encourage positive work environment focused on the achievement of goals
• Strong Learning Capabilities
• Irish Speaker an advantage
• Fluency in both written and spoken English – excellent documentation skills required
  Additional Information

Please refer the Job description for details