Role Introduction:
The AA is on an exciting growth and transformation phase and we are seeking to hire exceptional Customer Service Agents who can deliver amazing service for our Members & Customers as part of our in-house Breakdown Assistance team.
Working as part of our Rescue Contact Centre, as Customer Service Agent you will help our Members & Customers who have broken down at the roadside. You will be part of a busy but rewarding team.
You will have the chance to grow and develop through our Agent Career Framework (ACF) where we reward high performers with clear progression paths. You can also use your skills and experience to move into other roles and parts of our business. Our Agents are ambitious, adaptable and confident people.
Work location: Our Contact Centre roles operate hybrid working for eligible roles which means you'll split your time between home and the office in line with business requirements.
Key Responsibilities:
As the AA business continues to evolve, so too will the responsibilities of this role evolve and change over time. The primary responsibilities and focus areas for this role will include the following:

• To provide excellent service to AA Members & Customers, assisting in the provision of our breakdown service within any 24-hour period, 365 days a year.
• The successful applicant will work shifts which will be a mix of days and evenings, including weekends and public holidays.
• Consistently provide excellent customer service on all contacts.
• Meet and exceed all operational KPI’s.
• Making a great impression of our company, by being friendly, professional and helpful to all customers at all times.
• Dealing with any objections or issues in a confident and respectful way.
• Escalating any complex complaints to your Line Supervisor when needed.
• Doing any other relevant tasks that your line manager requires.
• Helping with projects and other activities as required.

The Candidate should have the following:
Minimum qualifications, experience & skills -

• Educated to Leaving Cert level minimum/3rd level qualification desirable.
• You will have a passion for customer service and need to be able to demonstrate same.
• Ideally a minimum of 1 year Contact Centre customer service experience.
• MS Office knowledge essential.

In addition we’re looking for someone who has -

• A passion for a career with an established Irish brand and to progress your learning and career progression in this field for at least the next 2-3 years.
• Great work ethic and attitude.
• Excellent written and oral English and communication skills.
• A results-oriented and target-driven mindset.
• An individual who has the ability to learn and follow AA breakdown assistance requirements and our systems and processes.
• An adaptable team player– always helping others and making sure the team achieve their goals.
• Excellent organizational skills and a positive outlook.
• Strong PC skills – MS Office and basic computer skills an absolute requirement.
• Strong attention to detail and pride in the quality standards of their work

About the AA
The AA (Ireland) is Ireland’s premier motoring organisation, established over 110 years ago. Best known for AA Membership and roadside rescue, our trained mechanics in the AA Patrols fix 8 out 10 breakdowns on the side of the road, 24/7, 365 days a year.
In addition to our expertise on Irish roads we are also one of the country’s leading insurance providers. Our track record of providing reassurance, support and innovative thinking is unrivalled, finding the cover that best suits our customers, at the best possible price. We provide AA Membership, AA Car Insurance, AA Home Insurance, AA Home Membership and AA Travel Insurance.
In 2020 the AA was purchased by Further Global Capital Management and is on an exciting growth and transformation journey. The AA currently employs approximately 500 employees.
More information on the AA is available on our website: https://www.theaa.ie
Job Types: Full-time, Permanent
Pay: €26,000.00-€41,000.00 per year
Additional pay:

• Overtime pay

Benefits:

• Additional leave
• Bike to work scheme
• Company events
• Company pension
• Employee assistance program
• Employee discount
• Gym membership
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekend availability

Ability to commute/relocate:

• Dublin 2, CO. Dublin: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Are there any restrictions on your right to work in Ireland?

Experience:

• Call Centre: 1 year (preferred)

Work Location: Hybrid remote in Dublin 2, CO. Dublin
Expected start date: 21/10/2024