Customer Service Agent

We are looking for a detail orientated and highly motivated candidate to deliver excellent customer service. You will be first point of contact for all Calor domestic and commercial customers throughout Ireland and will be responsible for exceeding expectations across all our customer touch points during their lifetime with Calor.

Main responsibilities:

• Manage calls relating to customer queries in a professional and efficient manner.
• Acquire and accurately capture and update all necessary customer information.
• Provide clear, informative, and expert advice in relation to all aspect of Calor service with a confident and positive attitude.
• To deliver excellence in customer experience (CX) by embodying Calor’s values and upholding the standards of accountability, seamless service, and curiosity.
• Resolve problems to customer satisfaction in a timely fashion.
• Ensure that all admin and reporting is conducted in accordance with the required processes and procedure.
• Ensure that health and safety of yourself and your colleagues is a priority in everything that you do - log Health and Safety conversations, as appropriate focusing on either an 'unsafe condition' where we see something that could cause injury to a person or an 'unsafe act' which is something that someone does that can lead to injury.
• Outbound customer campaigns as required.
• Any other ad hoc duties which may involve direct contact and support of other departments.

Requirements

The person:

• Consistently achieve performance targets and standards relating to productivity, schedule adherence, turnaround times and quality.
• Customer First Mindset: Prioritizes customer needs and ensures their concerns are addressed with empathy and care.
• Strong administrator, proficient in Microsoft Office with the ability to multitask.
• Relevant customer service experience would be advantage.
• Excellent phone manner with a focus on attention to detail around data accuracy.
• Ability to work effectively using own initiative, good planning, and organisation skills.

• Must be a team player and willing to support other team members in tasks with an enthusiastic and approachable attitude.

Key Behaviours:

• You earn your people’s trust through honesty and integrity.
• You treat people with care and respect.
• You invest in your personal growth.
• You provide honest feedback and encourage others to do the same.
• You seek diverse perspectives to achieve team goals.

• You articulate your goals in a way everyone understands.
• You provide guidance through everyday actions and decision-making.
• You bring people along with us using our personal energy.
• You translate your goals and ambitions into objectives and actions.
• You communicate clearly, openly, and often.

• You safeguard a safe, positive, and supportive workplace.
• You make sure people feel free to speak up and share opinions.
• You encourage initiative and pursue new ideas.
• You drive a culture that values, encourages, and supports diversity.
• You never compromise on our ethics and compliance.

• You analyse all types of information and draws well-reasoned conclusions.
• You probe information, weighing up the pros and cons of different solutions.
• You problem solve issues so that they do not reoccur.
• You make confident decisions based on facts and data.
• You accelerate learning by constantly testing, refining, and improving.

• You balance short-term success with long-term goals.
• You achieve ambitious goals and take accountability for results.
• You focus on real and relevant customer needs.
• You leverage the power of your networks both inside and outside the company.
• You show courage in trialling new solutions and delivering positive project outcomes.

Benefits

Additional Days Off: Calor provide two additional paid days off, that is 27th December and Good Friday.

Pension: Upon commencement of your employment with Calor you will automatically participate in the Company Defined Contribution Pension Scheme. Matching Company contribution of up to 5%.

Life Assurance: Available to permanent employees in the event of death in service.

Income Protection: If absent from work on a long-term basis over 6 months due disability or illness, 2/3’s of salary less the state illness benefit will be protected subject to terms and conditions.

Christmas Voucher: Employees with minimum of 6 months at 31st December may avail of a Christmas voucher under the small benefits exemption.

Employee Assistance Programme: Confidential counselling and support services are available to you and your family for personal and work-related issues.

Maternity Benefit: Company top-up on State benefit after one year of continuous service.

Professional Development Programmes & Sponsorship: Calor will contribute to the funding of professional development of all permanent employees, subject to approval and completion of successful probation.

Employee Discount on Calor Products: Discount on gas and exclusive offers for permanent Calor employees.

Volunteering: We encourage all our employees to avail of the opportunity to contribute and volunteer in their local communities by providing one paid day off of volunteering leave per year.

Cycle to Work Scheme: The cycle to work scheme enables you to purchase a bicycle, accessories, and safety equipment, without the liability of tax, PRSI or the Universal Social Charge on your repayments.

Anti-flu vaccine: On an annual basis in October /November you can purchase the flu vaccine through a Chemist and claim back the expenses through the online expenses system Concur.

Free Car Parking: Parking facilities available at all locations.