Role - Customer Service Representative –
Location - Dublin
Contract: Temporary, until end November 2026 – Full time
Location: Dublin Airport offices and Work from Home
Work model - Hybrid
Working hours - Monday to Friday 9am-5pm or 9.30am-5.30pm
At Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers collaborating with organizations worldwide for over 25 years. From established sectors to cutting-edge industries, our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.
Role Overview
We are looking for a Customer Service Agent to join our team for one of our client operations in the energy sector. The successful candidate will handle basic customer queries related to energy plans and billing, delivering positive and professional customer experience across all interactions.
The Customer Service Representative (Energy Services) plays a key role in supporting the client's Commercial Sales and Operations teams through the accurate and timely processing of commercial energy sales, renewals, and associated administrative activities.
Duties and Responsibilities
- Support the Commercial Sales Department through the accurate and timely processing of new sales, contract renewals, and associated administrative tasks.
- Process customer and broker renewal requests in accordance with defined procedures, service level agreements, and client requirements.
- Ensure all information is accurately recorded and maintained within billing systems, CRM systems, and any other client platforms.
- Review and validate customer and contract information to ensure accuracy and completeness prior to processing.
- Maintain a high level of attention to detail when updating records, processing contracts, and handling customer information.
- Support business continuity by ensuring renewal activity is completed within agreed timelines and quality standards.
- Manage multiple tasks and priorities effectively while consistently meeting deadlines.
- Respond to customer, broker, and stakeholder queries through written and verbal communication channels.
- Provide professional inbound and outbound telephone support when required.
- Support ad hoc projects, process improvements, and operational initiatives as directed by management.
- Demonstrate flexibility by supporting additional departments and business functions where required by the client.
- Follow documented processes, policies, quality standards, and compliance requirements at all times.
- Escalate issues, risks, or process concerns appropriately and in a timely manner.
- Maintain confidentiality and adhere to GDPR and Data Protection requirements.
- Actively participate in training, coaching, knowledge-sharing, and continuous improvement initiatives.
- Positively contribute to team objectives, operational targets, and overall client success.
Essential Competencies & Skills
The successful candidate will demonstrate a strong commitment to quality, accuracy, and customer service excellence and possess the following skills:
- Exceptional attention to detail and a high degree of accuracy.
- Ability to follow detailed instructions, processes, and procedures consistently.
- Strong administrative and data-processing skills.
- Excellent organizational and time-management skills.
- Ability to manage workload effectively and work to strict deadlines.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal English communication skills.
- Professional telephone manners with the ability to communicate confidently with customers and stakeholders.
- Ability to work autonomously while also contributing positively within a team environment.
- Strong customer-focused approach.
- Ability to adapt quickly to changing business requirements and priorities.
- Proficiency in Microsoft Office, particularly Excel, Outlook, and Word.
- Ability to learn and navigate multiple systems and platforms efficiently.
- Strong understanding of the importance of data accuracy, compliance, and confidentiality.
- Ability to demonstrate initiative and identify opportunities to improve processes and efficiencies.
Candidate Experience
- Previous experience in customer service, administration, operations, or back-office support role.
- Experience processing data, contracts, renewals, or high-volume administrative transactions is highly desirable.
- Experience working within service level agreements and quality frameworks.
- Fluent English, both spoken and written.
- Strong computer literacy and experience using multiple systems simultaneously.
- Experience using CRM systems is desirable.
- Knowledge of Microsoft Dynamics, UMAX, or similar CRM and billing platforms would be advantageous.
- Experience within the utilities, energy, financial services, telecommunications, or regulated sectors would be beneficial.
- Proven ability to work accurately in a fast-paced environment.
- Demonstrated ability to prioritize workload and meet deadlines consistently.
Requirements:
Must be eligible to work full-time in the Republic of Ireland
Must have a designated workstation / home office area and stable internet connection
What would you bring?
As a valued team member, you'll play a crucial role in delivering customized BPO solutions, ensuring our clients achieve consistent high performance and meet their strategic objectives. Your expertise will contribute to our legacy of success in providing outsourced solutions for Fortune 500 companies.
Ready to be a part of our dynamic team? Explore exciting opportunities with Covalen – where your skills, ideas, and achievements are celebrated!
Equal opportunity employer:
At Covalen, we champion diversity and equality, anchoring our workplace cultures and creative minds. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.
Apply Now or Reach Out for More Information.
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