Contact Centre Agent - Inbound

Location: Dublin

Hybrid working in office every Tuesday, Wednesday and Thursday 

About VikingCloud

VikingCloud provides end-to-end security and compliance solutions to businesses throughout the world, offering the latest in cloud-based solutions to secure networks and maintain compliance. Almost 5 million businesses use its award-winning platform, and the company maintains partnerships with many of the world’s leading acquirers and payment service providers. VikingCloud also works with the world’s largest brands helping them proactively mitigate evolving cyber threats and business risk. VikingCloud’s Asgard Platform™ processes billions of security events daily, providing real-time intelligence access to an organization’s cyber risk landscape. Headquartered in Dublin, Ireland, with operations in the United States, Australia, India, Philippines, Poland, Sweden, South Africa and the United Kingdom, VikingCloud has clients in more than 100 countries and a global team of more than 1,000 employees 

This position

We have vacancies for Contact Centre Agent. These positions offer the right candidates the opportunity for career progression within a dynamic international growth focused company. 

Responsibilities 

Customer Engagement  

• Provide excellent Security and/or Compliance support via multiple customer engagement channels, including;
• Voice, web-chat, email and SMS.

Customer Experience  

• Provide excellent customer experiences at every customer touchpoint whilst being aware of your average handling
• time to optimize experience and productivity. You’ll be assessed using our industry leading quality program and;
• Receive regular feedback, coaching and support to ensure success.

Educate 

• Educate customers on the relevance and importance of industry security and compliance standards.

Security Assessments and Support  

• Utilizing Sysnet technology – you’ll assist and/or manage customer profiles to determine their Security and
• Compliance requirements and complete/maintain the subsequent security assessments to determine security and
• compliance status.

Product Awareness  

• Identify opportunities to promote and upsell additional security and compliance products when supporting
• customers based on their customer profile.

Other  

• Undertake additional tasks as necessary based upon business needs.
• Merchant Contact Services

Skills and Experience

• Active listener who communicates purposefully and confidently.
• Team player with a positive outlook, who enjoys working in a customer services environments.
• Strong attention to detail and the ability to multi-task.
• A passion for tech and software products.
• Strong decision-making and problem-solving skills.
• Ability to work flexible shifts, adhering to agreed schedules.
• Proficient in Microsoft Office Suite – Microsoft Word, Excel, Outlook.
• Excellence in the English Language – written and spoken.
• Customer service experience in a similar role would be a distinct advantage.

Experience

• 1 years’ experience in a fast-paced customer service environment (preferably call centre environment)

Qualification

• Leaving cert or equivalent desirable

Working Hours

• Full-time working; 37.5 hours per week, 8-hour shif