Customer Support Agent

Role Summary This is a full-time role which supports the delivery of excellent customer experience and quality standards. It would suit someone at entry level or returning to work following a career break. You will be the first point of contact for handling incoming customer calls and directing to the appropriate team for support. You will also provide support and resolutions to customers on Tier 1 level support queries, so as to provide one-touch response to customers without redirecting them to other team members or departments. You will receive training on Tier 1 support resolution as part of your onboarding into the role. This is hybrid role office based in our Dublin 15 location 3 days per week and remote-first working 2 days per week. The office is serviced by Dublin Bus routes 40D and 238. Access to own transport to attend the office would be a plus. Your Day to Day The main responsibilities of the role include : Answering inbound telephone calls in a professional and courteous manner and where appropriate routing them to the relevant team members Providing live support and resolutions to customer queries where they are within the scope of Tier 1 level support Delivering an excellent customer experience to clients at all times Developing financial sector knowledge via the training that we will provide, in order to develop your understanding and knowledge to be better able to achieve our business goals Managing incoming and outgoing post; including sorting, distributing, and responding to mail as needed. Performing document handling tasks such as scanning, filing, preparing documents for signature, and coordinating with clients or colleagues to obtain signed forms. Supporting the wider team with general administrative duties, including data entry, record keeping, and assisting with internal processes. Dealing with customer complaints in line with the company escalation procedures Contributing to ongoing CX improvement by identifying improvement opportunities and providing input to change initiatives and projects Working as a team player to support colleagues in the collective achievement of company goals. Your knowledge, experience, and attributes : Excellent standards of written and verbal English Team player, great interpersonal skills with outgoing, friendly personality; you enjoy dealing with people Friendly and professional telephone manner and ability to maintain this in a high call volume environment Great attention to detail due to the sensitivity of the information and documentation handled Demonstrates pride in work and passion for maintaining the reputation of our brand Previous experience in a reception, call centre or customer support role in a highly customer-focused environment is helpful but not required Expertise Excellence - Demonstrates professional knowledge and consistently applies best practices to deliver high-quality results. Working Strategically - Aligns actions with organisational goals and contributes to long-term strategic objectives. Accountability & Ownership - Takes responsibility for decisions, actions, and outcomes, delivering on commitments with integrity. Impactful Communication - Acts and communicates in a professional tone and transparent way. Pays attention to detail in written communications, ensuring clarity and minimising typos and errors. Collaboration and Teamwork - Works cooperatively with others, contributing to a positive team environment and shared success. Demonstrates "One Team" value by interest in and working effectively with other members of the team and wider company. Progressing Company Culture / Company Contribution - Actively supports and enhances company values and gets involved in company activities, contributing to a positive workplace culture and organisational success. Commitment to ongoing personal and professional development. Your Equal Opportunities At Fenero, we value equity, diversity, and inclusion and we recognise the benefits it can bring to our workforce, our partners and our clients. We celebrate differences and want our people to be representative of all communities. Our diverse representation is enriched by many characteristics, including race, ethnicity, gender, age, disability, neurodiversity, sexual orientation, religious beliefs, culture, language, and education, as well as professional and cultural experience. We are an Equal Opportunity Employer. We do not discriminate based on race, age, gender, civil status, family status, disability, sexuality, religion or membership of the Travelling Community. Your Health & Safety Applicants must ensure a safe work environment and be aware of responsibilities under the Safety, Health and Welfare at Work Act 2005, taking appropriate action in the event of an accident to clients, staff, self or any other person in the workplace. Personal Development Actively demonstrates a growth mindset, is intellectually curious, embraces challenges, and failures, and learns from what has gone wrong Take responsibility for own continuing professional development or continuing development Attend team meetings, training and business update meetings as required Discuss your own performance with your Manager and attend regular 1 : 1s and performance appraisal meetings - setting, agreeing and evaluating objectives and key results. The above list is not exhaustive and other duties may be required of the post holder. This job description will be reviewed in the light of changing circumstances and may be varied in consultation with the job holder and the Company Directors. Skills : Customer Service Organasational skills Prioritising Computer Skils Working off Iniative Telephone Etiquette Benefits : Work From Home EAP social events Development Opportunities