Customer Services Specialist – Quality Assurance

IE-Dublin
Category
Operations
Type
Regular Full-Time

The Company

Globoforce, a leader in social recognition, helps companies build stronger, more human cultures through the power of thanks – companies like Cisco, Intuit, Hershey’s, JetBlue, and LinkedIn. Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs. We pioneered the WorkHuman movement to create a more human workplace and we have a vision to help build the best, most admired company cultures in the world. And, it starts with our own culture.

 

Recently named to the Great Place to Work® Institute’s 2017 list in Dublin and the 2016 list in the U.S., one of the Top Places to Work in Massachusetts (Boston Globe, 2016), as well as Digital Technology Company of the Year (Irish Software Association, 2015), Globoforce walks the talk when it comes to helping companies around the globe build more human cultures.

 

When you join us, you’ll be inspired by your colleagues, delighted by our customers, and driven by our collective energy and momentum… because at Globoforce, we all understand that we’re part of something big. Sound like a place you’d like to work? If so, keep reading.

The Job

The Opportunity

Join us and be part of a foundation team of Customer Service Specialists who work in our Dublin office’s Global Customer Services Function.   This is a new team of agents who specialise in different aspect of delivering service both directly to our customers, or indirectly through providing resources such as training, reporting, quality assurance or process improvement services to the customer services team.

 

What you’ll do

You’ll be responsible for working directly with our customers and customer service teams to enhance the overall experience of our product and the success of our Customers’ recognition programs. You will work with of a small group of specialists that support our customer service and broader operations team in delivering exceptional service to our end users through monitoring, scoring and setting service quality goals.  Undertake competent call reviews of customer service calls and cases to enable the business to comply with all quality requirements whilst ensuring all reviews are accurately documented and feedback provided.

You will raise recurring errors with the CS team leader to help with any necessary performance management and on-going training and ensure weekly KPIs are met through weekly call calibrations with the team.

From time to time you will be part of training new agents and upskilling current agents as well as delivering training in class room and 121 environments.

Responsibilities, Skills & Qualifications

If the following traits sound like you, you might be the right person for the job…

  • Ambitious, hard-working, determined, positive, helpful, clever person with interest in growing her/his career
  • Understands what customer service quality should look like and have experience delivering it and coaching it within your team
  • Have team building and specialist services experience within previous roles.
  • Naturally and effectively build relationships and resolve disputes across geographies and cultures with ease
  • Ability to use technology systems accurately and effectively to deliver reports, design process flows and help integrate new technology into the customer services centre.
  • Good at owning, documenting, and resolving issues such as why customers contact us, how we have resolved their issues and what we can do better the next time.
  • Senior Level experience within different functions of Customer Service team and specialist roles: Quality Assurance & Training
  • Fluent English and a fluency in additional languages are are highly desirable. (Spanish/Portuguese)

 

Before applying, make sure you can nod your head yes to these…

  1. You have 6 or more years’ experience in a multi-level customer service role, ideally 2 of which have been spent in a specialist area.
  2. Appropriate education and skills to be suitably equipped to understand business terms, operation environments, and delivering exceptional service
  3. Have received specialist training within any of the areas mentioned above; quality,  reporting and training (train the trainer)
  4. Good excel, PowerPoint and word skills
  5. Experience presenting and discussing business information which resulted in improvements being successfully implemented.
  6. Examples of leading, coaching, mentoring or working within several functions in a customer service environment.
  7. Examples of leading on Quality Intiatives, able to illustrate improvements achieved. 

 

Be part of making work more human. Work with us and experience …

  • Being part of an expanding team
  • A changing and constantly improving Environment
  • Leading edge company in software development and thought leadership
  • Excellent skills development and training opportunities
  • Modern office space suitable for creating and maintaining a collaborative and innovative culture
  • A role which allows you to implement changes with immediate impact
  • Participation in the best social recognition program in the world through Globostars – with access to the world’s most expansive employee rewards network
  • Excellent salary and performance related recognition that is best in class for this area
  • As well as these perks:
    • Health and Life Insurance
    • Ongoing Educational Support and Allowance
    • Income Protection
    • Pension contribution
    • Annual leave balance which increases with service
    • Onsite Wellness Programs
    • Years of Service program
    • Free breakfast, fruit and snacks onsite
    • Access to discounted global gift cards

 

Be part of the team that is making work more human and changing the lives of millions of employees around the world.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed