Job Descriptions

About this Role

We are looking for enthusiastic Customer Care Agents to join our team.

At eir, we look after our people so they can look after our customers. We will ensure you have everything you need to be a great agent, with comprehensive training, supportive team structures and great employee engagement programmes.  

The role requires excellent listening and communication skills, an ability to empathise with our customers and a focus on delivering the best outcome for them.

We promote from within and will offer you fantastic career opportunities throughout our organisation. We offer agile and part-time options following successful completion of full-time training.

So, if you are customer-driven and display a positive attitude, you are a great fit for us - get in touch today!

Salary details

Salary & bonuses

€27,255 OTE (salary and bonuses paid every 4 weeks), broken down as follows -

• €23,700 annual salary

• 15% commission (€3,555) based on KPI achievement

• Loyalty bonus of €2,000 paid in stages during your second year

Additional earning potential

• Generous commissions - for upgrading and re-contracting our customers. On average our agents earn an additional €120 a month, and successful agents can earn more than twice this

• Refer a Friend bonus - €500+ for every successful referral made

• Frequent employee engagement rewards like One4All vouchers and other valuable benefits

Other benefits

• Agile and part-time options available following successful completion of full-time training and consistent achievement of key metrics (initial onsite requirement of 3 months minimum)

• Free SIM giving unlimited free calls, texts and data

• Amazing staff offer, giving mobile, TV and broadband for only €29.99 per month.

Our full list of great benefits can be found below.

How you will spend your day

• You’ll start with seven weeks of fully-paid comprehensive training, ensuring you have the skills necessary to give our customers a great experience

• You will take calls from our customers and provide relevant support and advice on their products, services and bills

• You will keep up to date with business and product information and use this knowledge to solve problems for customers

• You will upgrade our customer’s products and services, earning great incentives and rewards

• You’ll be a part of a supportive team, delivering targets, great conversations and great customer experiences

• You’ll work in a fun environment (virtual and on site!) where we celebrate success and great customer feedback every day  

You will be fully supported along the way ensuring you can improve your skills with lots of coaching and support enabling you to give your best.

What is expected from this role?

As a Care Centre Agent you will work in a way that reflects eir’s company values which are:

• Commitment - we focus on our customers in everything we do

• Trust – we want to be a brand that our customers trust

• Simplicity – we make it as easy as possible to do business with us

• Ambition – we continuously challenge ourselves to deliver the best network, technology and customer service in Ireland

• Pride – we take pride in keeping Ireland connected and our dedication to teamwork, taking responsibility by owning the outcome and caring about the needs of our customers

Your Key Strengths and Desired Experience

We’d love you to have most of the following abilities:

• Excellent listening skills

• Excellent communication skills

• Empathy and patience

• Problem solving ability

• Strong computer skills and proficiency in Google Office or Microsoft Office suite of products

• Accuracy and attention to detail

• Previous customer service experience desirable

Working Hours

• Operating hours are between 9.00am to 6.30pm, Monday to Saturday (varied shift patterns)

• Hours of operation may vary in line with business requirements

Full list of benefits

Holidays & leave

• 23 days including Good Friday

• Remote working and part-time options (once training is completed)

• Excellent paid leave benefits

Personal finance

• Pension scheme

• TaxSaver ticket

• Refer a friend programme

• First Tech Credit union - payroll deduction agreement

Health & wellbeing

• Wellness programme (including online gym)

• Employee assistance programme

• Generous family friendly policies, including fertility, pregnancy loss, menopause and others

• Bike to work scheme

• Discount for Laya healthcare

• Health check programme

• Free yearly flu vaccination

Staff offers

• Free mobile SIM giving unlimited free calls, texts and data

• Amazing staff offer, giving mobile, TV and broadband for only €29.99 per month

Daily life

• Free on-site parking

• Onsite kitchen facilities

• Close proximity to bus and train stations

Skills

• Cold Calling
• Communication Skills
• Customer service skills
• Time Management Skills

Experience

• 2