Contact Centre Client Coordinator

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About Sysnet Global Solutions

Sysnet is the market leader in providing compliance and security solutions for small businesses, working with the biggest names in the payments industry, globally. Our people make Sysnet an exciting and inclusive place to work; a place where you can be yourself and let your skills shine. We believe in employee progression and recognising performance, and we enjoy working hard, smart, and having fun. We are looking for a dynamic individual who can lead and motivate a team of associates to achieve competitive targets and implement a strong working environment. The individual should be highly motivated and thrive in a fast-paced environment.


We have a vacancy for a Contact Centre Client Coordinator based in Dublin.

Role Description

A client coordinator is responsible for maintaining direct communication between the company and its clients to ensure the smooth flow of project operations, meeting the clients’ specifications and business goals.


Role Requirements

  • Client facing experience preferred.

  • More than 1 year management experience required.

  • Adaptable to frequent change, managing multiple projects at once.

  • Availability to work 37.5 hours per week.

  • Proficient experience with Microsoft Excel for reporting purposes preferred.

  • Well-organized with an aptitude for problem-solving.


Key Responsibilities

  • Ensure clients expectations are met through coordinating client requirements to internal departments Globally.

  • Coordinate with clients and internal partners to find mutual solutions to problems.

  • Compile and maintain client specific reports.

  • Attend client calls on behalf of the contact centre & take away any actions or tasks that need to be completed.

  • Organise and chair weekly meetings with ops leads globally to review client asks and obligations. Compile information provided and report back to the client.

  • Build and maintain long-term relationships with key clients

  • Addressing customer concerns and complaints.

  • Act as point of contact for complaints and escalate issues as appropriate.

  • Collaborate with internal teams (e.g. Sales ops Leads, BRM’s, Team Managers, Senior Management) to address clients’ needs.

  • Ensure client email inboxes are monitored & pick up any emails that require attention.

  • Well-organized with an aptitude for problem-solving, this is a solution driven role.

  • Action all client requests including call reviews.

  • Building reports for each client on their performance for all KPI’s


Full-time working: 37.5 hours per week, 8-hour shift between 8am – 8pm, Monday to Friday


Benefits

  • 22 days annual leave increasing to 28 days with length of service.

  • Employer pension contributions.

  • Recreation facilities.

  • Free, on-site parking.

  • Permanent contract following successful probation.

  • Employee wellness programmes.

  • Career progression opportunities.

  • Regular staff social events

  • Performance recognition through gamification bonus


Work Location Options

Ireland Flexibility to work from home following certain criteria or office based in or HQ in Dublin

Reference ID: HR_CC_CC-O1

Job Types: Full-time, Permanent

Salary: €35,000.00-€37,000.00 per year

COVID-19 considerations:
Office is equipped in line with Government guidelines and Covid Induction is included


If you are interested in this role, please send your CV and statement of interest to hr@sysnetgs.com