Job Title: Customer Care Executive
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 and 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, ScoreBeo & RIP.ie.
The role:
This role within the customer service team will be responsible for handling our new and existing digital subscribers 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, dynamic environment. The role requires excellent organisational and problem-solving skills. Includes some weekend working on a rotation basis.
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 with patience and compassion as well as striving for first contact resolution.
Maintaining customer records by updating and managing their account information within our CRM and other subscription software.
Skills and Experience:
- Minimum 1 year experience working within a customer service role
- Experience in a customer facing environment
- Good working knowledge of systems
- Excellent Microsoft Office experience
- Shows a strong appreciation of The Irish Times brand/product
Benefits:
The Irish Times group operate a Hybrid working policy.
Our benefits include, Health Insurance, Pension Contribution, Sick Leave Cover, Maternity and Paternity Leave, Irish Times Premium Digital Subscription, Income Protection Policy, Corporate Gym Membership, Free Digital GP and Life Assurance Policy.