Customer Support Agent

In this role, you will be the first point of contact for handling incoming customer calls and directing to the appropriate team for support. Provide support and resolutions to customers on Tier 1 level support queries, so as to provide one-touch response to customers without redirecting them to other team members or departments.

This role requires office attendance three days per week, here you will be responsible for general administration and processing compliance documents for our clients. This role supports the delivery of excellent customer experience and quality standards. It would suit someone at entry level or returning to work following a career break.

Fenero is a remote first company, however this role is a hybrid working model with a requirement to be in our office in Dublin 15 three days per week. Manage direct phone and email communications, addressing client queries under the guidance of the Team Leader. Answering inbound telephone calls in a professional and courteous manner and where appropriate routing them to the relevant team members Providing live support and resolutions to customer queries where they are within the scope of Tier 1 level support Managing incoming and outgoing post; including sorting, distributing, and responding to mail as needed.

Performing document handling tasks such as scanning, filing, preparing documents for signature, and coordinating with clients or colleagues to obtain signed forms. Administration and process compliance with customer onboarding and cessation procedures; Supporting the wider team with general administrative duties, including data entry, record keeping, and assisting with internal processes.

Dealing with customer complaints in line with the company escalation procedures Contributing to ongoing CX improvement by identifying improvement opportunities and providing input to change initiatives and projects Completing daily operations activities to achieve consistently positive customer experience and within agreed KPIs; Working as a team player to support colleagues in the collective achievement of company goals.

Delivering an excellent customer experience to clients at all times Developing financial sector knowledge via the training that we will provide, in order to develop your understanding and knowledge to be better able to achieve our business goals Min 6-12 months experience in a reception, call centre or customer support role in a highly customer-focused environment Proven experience in high level & high volume customer service environments Min NFQ Level 5 educational training Excellent standards of written and verbal English Team player, great interpersonal skills with outgoing, friendly personality; you enjoy dealing with people Friendly and professional telephone manner and ability to maintain this in a high call volume environment Great attention to detail due to the sensitivity of the information and documentation handled Hybrid working, enhanced annual leave days, EAP Service, emp’er contribution pension, life assurance, home working subsidy, health & wellbeing subsidy, social events, paid education and study leave