Within Cpl Managed Services we provide first level technical support. Each agent is required to log, validate and diagnose customer issues on the full range of products and applications used on the customer side. Providing the customer with a solution trough information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group.
Main Responsibilities
Answer contacts promptly and professionally
Log/Validate all contacts Call Handling Database
Resolve a high percentage of customer problems using the relevant tools and systems
Manage end to end all calls logged, providing regular updates to customers on call status
Invoke Escalation Procedures within defined time frames
To escalate and manage calls in order to reach Service Level Agreement (SLA)
Adhere to policies and Procedures
Work to achieve individual and team goals
Protect confidential and sensitive information and materials
Observe strict compliance to licensing, copyright and trademark legislation
What's on Offer
Permanent CPL contract
Salary of €20,500 per year plus benefits
Excellent career progression opportunities
Support is provided 24* 7 basis. All applicants should be willing to work variable shift patterns.
Full training is provided to all employees. For more information please submit your CV through the link below.