Your mission

This is not a remote/hybrid role. Full on site requirement.
Full Time candidates required only

As a Customer Support Agent, you will play a crucial role in retaining existing customers, signing up new customers, ensuring the quality of new sales, and supporting the customer journey. You will interact with customers via phone calls, emails, and live chat to provide top-notch support and ensure a seamless experience.
Key Responsibilities:

• Customer Retention:
  • Engage with existing customers to understand their needs and concerns.
  • Proactively identify opportunities to retain customers by addressing issues and offering tailored solutions.
  • Manage churn and improve customer retention rates through effective communication and problem-solving.
• New Customer Acquisition:
  • Promote and sign up new customers to our services through inbound and outbound communication channels.
  • Provide detailed information about our products and services, addressing any questions or concerns potential customers may have.
  • Achieve and exceed sales targets by actively converting leads into customers.
• Quality Checks:
  • Conduct thorough quality checks on new sales to ensure accuracy and compliance with company standards.
  • Verify customer information and documentation to prevent errors and ensure a smooth onboarding process.
• Customer Journey Support:
  • Assist customers through their journey, providing support across multiple channels, including calls, emails, and live chat.
  • Resolve customer inquiries and issues promptly, ensuring high customer satisfaction.
  • Work collaboratively with other teams to provide a cohesive and supportive experience for customers.

You will be contracted to work a nine hour shift between the hours of 8am to 8pm Monday to Friday, inclusive of 1 x 10 minute morning break, 40 minute break for lunch, 1 x 10 minute afternoon break. You will be required to work 1-2 Saturdays per month, 9am to 5.30pm, inclusive of 1 x 10 minute morning break, 30 minute break for lunch, 1 x 10 minute afternoon break.

Your profile

Qualifications and Skills:

• Previous experience in customer support, sales, or a related field.
• Strong communication skills, both written and verbal.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency in using CRM software and other relevant technology tools.
• A customer-focused attitude with the ability to handle difficult situations calmly and professionally.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.

What We Offer:

• Competitive salary with performance-based commission.
• Comprehensive training and ongoing development opportunities.
• A supportive and inclusive work environment.

INDHP2

About us

FMI is a diverse business specialising in Field Management, Brand Management and Distribution and Contact Centre services across multiple sectors including FMCG, Drinks, Utilities, Telco, and Government. Our teams have been representing leading brands in Ireland for over 28 years.

We value our employees and help them grow through training and development opportunities. Our onboarding process sets you up for success, whether you're based in Dublin, Belfast, or out in the field. If you're passionate and enthusiastic about your career, FMI is the place for you.