The Role
PE Global are recruiting for a Regulatory Response Specialist for our US Multinational accommodation services client based in Dublin CC. 11 -month contract- remote
Job Responsibilities
- Handle cases with complexities with the highest level of service
- Interact with customers and community members through all current and future channels, both inside and outside of tools, including livechat, social platforms, messaging, and directly through the phone
- End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines
- Develop a deep understanding of complex workflows and follow them
- Understand how to summarize user issues and escalate to leadership as needed
- Manage multiple user cases at the same time while remaining efficient, professional and organized
- Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate
- Resolve customers issues in a timely manner and be dedicated to provide fast support and efficiency to our operations
- Adapt to your schedule & its potential modifications based on business needs
- Be a team player & support operational success as directed by your Management
- Demonstrate and share best practices with teammates to drive success at the global service level
- Participate in roundtable discussions for upcoming changes and launches
Education and Experience
- 2+ years of relevant experience in customer service, mediation, social media response, front desk, or a similar role operating in a contact center environment making calls and handling customer/client contacts
- Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
- Interest or prior experience in legal/policy/consumer bodies/regulatory issues
- Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
- Good interpersonal and communication skills, both written and spoken, including conflict resolution.
- Ability to organize your work, multitask, prioritize and organize tasks, and to work within prescribed schedules including breaks, lunches, and training time
- Ability to adapt to new tasks and responsibilities as needed.
- Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
- Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
- Basic computer literacy, including Apple/Mac OS and Google Suite
- Language proficiency in English + French or Spanish or Italian
Interested candidates should submit an updated CV.
Please click the link below to apply, or alternatively send an up-to-date CV to aisling.oleary@peglobal.net
***Please note our client cannot assist with any visa sponsorship and candidates must have the correct visa to live and work in Ireland****
