Customer Support Coordinator, VAC-11946
Company Overview
This role is with a globally recognised leader in insurance and assistance solutions, offering innovative services across travel, automotive, international health, and mobile device insurance sectors. They are dedicated to providing exceptional customer service, ensuring that customers feel supported and cared for in their most challenging moments.
About the Job
As a Customer Support Co-ordinator, you will be helping customers across Ireland in moments of distress, such as vehicle breakdowns or accidents. Your role will involve providing empathetic, timely, and effective assistance by handling both inbound and outbound calls. You will gather the necessary information and arrange the appropriate resources, such as roadside repairs or onward travel solutions, ensuring that the customer’s journey is disrupted as little as possible. Your excellent communication skills and knowledge of Irish geography will be crucial in offering swift solutions and reassurance to customers.
Key Responsibilities
- Respond to inbound and outbound customer calls in a polite, professional, and timely manner.
- Provide proactive solutions to vehicle breakdowns, coordinating necessary repairs and services.
- Monitor the progress of each assistance case, ensuring services are provided within agreed timeframes.
- Keep customers informed throughout the entire process, offering clear and consistent updates.
- Use your knowledge of Irish locations and geography to accurately coordinate assistance services.
- Manage difficult conversations with care, especially when services may not be covered.
- Ensure compliance with FCA guidelines when handling regulated complaints.
Ideal Candidate Profile
- A minimum of 2 years of customer service experience, ideally in a high-pressure environment.
- Fluent written and verbal English, essential for clear communication in stressful situations.
- Strong familiarity with Irish locations and geography to effectively assist customers in distress.
- A calm, empathetic, and reassuring manner when handling customer queries.
- Strong multi-tasking abilities to manage multiple active cases simultaneously.
- Flexibility to work a variety of shifts, including weekends and bank holidays.
- Good educational background, minimum qualification Leaving Certificate.
Essential Skills Needed
- Customer Service Experience – Minimum 2 years’ experience in a customer-facing role.
- Fluent English – Strong written and spoken communication skills to assist customers in distress.
- Geographical Knowledge – Good understanding of Irish locations and geography to accurately coordinate assistance.
- Strong Communication – Ability to clearly convey information and provide updates in stressful situations.
- Multi-tasking – Capable of managing multiple active cases simultaneously.
- Flexibility – Willingness to work varied shifts, including weekends and bank holidays.
- Empathy and Patience – A calm and reassuring approach when helping customers in difficult situations.
Reasons to Apply
- A hybrid work environment offering a balance between office and home working.
- Extensive training and support to develop your skills.
- If you are successful in the position, there is the possibility of being made permanent.
Recap:
- Do you have at least 2 years of customer service experience?
- Are you fluent in written and verbal English, and comfortable communicating with people in distress?
- Do you have a strong knowledge of Irish geography and locations?
Application Process
Interested applicants should submit their CV, along with a brief cover letter outlining relevant experience and suitability for the role. We look forward to reviewing your application.
Hall Recruitment Information
If you are living in Ireland and hold a valid work permit, we would love to hear from you. Unfortunately, if you do not hold a valid work permit, we will not be able to assist you with your job search. Hall Recruitment is proud to be an Equal Opportunity Employer.
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