Jobs in Dublin

Jobs in Dublin: Customer Experience Analyst based in County Dublin.
€29,500 per annum
Permanent.

We are looking for a Customer Experience Analyst to join our growing IT Department.

This role is hybrid, with candidates attending the offices just outside Dublin one to two days a week.

Hours of cover: 8 am to 6 pm 7.5 hours a day on a shift basis.

The mission of the IT organisation is to deliver an efficient and effective service that has scalability
and flexibility to support the demands of the business. Building strategic capabilities and enabling
transformational efforts. Also, embedding quality in all systems and processes.

The Customer Experience team are the first point of contact for our business when engaging with our
IT Support function and are responsible for ensuring the experience is a positive one. We’re keen for
our relationship with the business to be strong and aim to always deliver a quality service.

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Job Responsibilities:

Relationship Management:

The relationship with our customer will be regularly assessed and is based on the following 5
standards:

Firstly, trust – Have honest intentions and be transparent to help set expectations for our customers.
Communicate – Be easy to engage with and ensure we’re regularly communicating with our
customers.
Be dependable – Follow through on any commitments we’ve made and leave our customers knowing
they can count on us.
Proactive – Actively looking for opportunities to continuously improve.
Finally, friendly – Always try to make the working day a little more pleasant for our customers.

Service Delivery:

Firstly, answer Customer Support messages via telephone, e-mail, web portal, and chat.
Patiently listen to Customer queries and either resolve at first contact or accurately identify
the appropriate department to assist.
Accurately record Customer queries within our call logging software.
Also, validate Customer contact details to ensure hassle-free future engagement.
Own the End-to-End progress of outstanding queries. Communicate appropriate
updates to the Customer.
Work within the framework of best practices for IT Service Management.
Use Knowledge Articles provided by Subject Matter Experts to increase first contact resolution.
Also, actively look for opportunities to improve Customer Experience.
Work with wider IT function to identify “Shift Left” opportunities.
Finally, follow up with the Customer to measure their Customer Satisfaction levels.

Skills and Experience:

Firstly, focus on Customer Experience.
Excellent Communication and Interpersonal Skills.
Customer Service Support Experience.
Excellent Listening Skills.
Also, be able to work within a Team.
Be able to follow work instructions.
Pay attention to detail.
Also, be a fast learner.
Be a problem solver as well as analytical.
Good at Prioritising and Multi-Tasking.
Minimum 2 years in a Customer facing Role.
Finally, Service Management experience is highly desirable.

So if you are looking for IT Jobs in Dublin and for your next exciting opportunity please apply today!

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Also, find out more about the skills you need to switch to an IT job. Take a look at our blog about making the switch to an IT Career.