Job Description

Role: Customer Service Agent

Reports To: Customer Service Senior

Role Type: Full-Time Contract ( 40 hours Weekly)

Workplace Type: Dundalk HQ Role

Purpose: Customer Service Agents are the first point of contact for BOYLE Sports customers and they are responsible for answering any customer enquiries through phone, chat & email. Customer Service Agents play a key role in retaining and acquiring new customers for the business.

Job Responsibilities:

• Act as a 1st level point of contact for customers and other customer support specialists Liaise with the various business channels in the resolution of customer queries Identify and raise support requests in the event of customer technical issues
• Monitor queues in the absence of a Supervisor and manage resources to best achieve SLA Track and record customer issues in line with reporting requirements
• Handle customer escalations and complaints over call, chat and email
• Follow all BOYLE Sports policies and procedures in relation to customer issue resolution
• Achieve team targets in relation to contact quality and volume
• Build & develop customer relationships Support the implementation of new products, processes, and policies
• Achieve a high level of first-time resolution for all customer contacts
• Ensure that more complex customer issues are followed up on and resolved in a timely manner

Role Requirements:

• Excellent level of verbal English Flexible approach to working in a dynamic and constantly busy environment
• Interest in Sports, eGaming or betting would be advantageous
• A proven team player
• Customer Service experience is essential

NOTE: The role will require evening, weekend and bank holiday work. BOYLE Sports are an equal opportunities employer, and we welcome applications from all suitably qualified persons.