Customer Service Representative

Customer Service Representative

SoftCo develop Storage, Document & Business Process Automation solutions that reduce costs, streamline and improve key business processes, protect critical content over its entire lifecycle and enable organisations to meet compliance obligations. With over 900 customers across multiple industry sectors including logistics, financial services, healthcare, legal, and government, SoftCo is a global organisation with offices in Dublin, New York, London and Copenhagen.

SoftCo are seeking an outstanding Customer Service Representative (CSR) to join our Customer Service Group. Based in our Dublin HQ, the successful candidate will be reporting to the Commercial Operations Manager and will have full responsibility for ensuring the highest quality of customer service is delivered to both internal & external clients. You will act as a communication bridge between SoftCo clients and our technical teams in a key role, that encompasses varied tasks and skill-sets: administration, resource scheduling, call management and particular focus on customer care & customer retention. This is an excellent opportunity for a customer focussed individual interested in forwarding their career with a challenging key role in the organisation.

Responsibilities:
• Work effectively as a supporting member of a highly focused customer service team.
• Be the dedicated point of contact & communication for SoftCo customers
• Deliver & enhance the SoftCo Customer Service & Customer Care functions
• Identifying and escalating critical customer calls as required.
• Liaising with colleagues to drive issue resolution and meet strict SLA.
• Suggest, develop and implement customer service initiatives based on customer feedback and personal observations.
• Provide a follow-up service to ensure high levels of customer satisfaction with SoftCo services.
• Customer site visits as required to assess satisfaction levels and identify areas for improvement.
• Ad hoc duties as required.

Your Profile:
• Excellent communication and interpersonal skills.
• Fluent written and spoken English is essential for this role.
• Previous experience in a customer service role, ideally supporting a technical product or service.
• Strong customer service and relationship management abilities.
• Proven ability to work under pressure and deliver within tight deadlines.
• Genuine passion for delivering the highest levels of customer service.

Full training will be provided on SoftCo’s products and services. There is an attractive package on offer to the successful candidate. The successful candidate may be required to travel within Ireland and abroad.

Please email your CV to hr@softco.com or post to HR Department, SoftCo Ltd, South County Business Park, Leopardstown, Dublin 18, Ireland.

SoftCo is an Equal Opportunities Employer
www.softco.com