Customer Service Agent

Role Overview

As a Customer Service Agent at BOYLE Sports headquarters in Dundalk, you will serve as the initial contact point for customers, addressing inquiries via phone, chat, and email. This position plays an integral role in both customer retention and acquisition, operating on a full-time, 40-hour weekly contract basis.

Key Responsibilities

• Provide first-level customer support and coordinate with other support specialists and business departments to resolve inquiries.
• Raise support tickets for technical issues reported by customers and maintain accurate tracking of customer concerns according to reporting standards.
• Oversee queue management and resource allocation in supervisors' absence to meet service level agreements.
• Resolve customer escalations and complaints across multiple communication channels while adhering strictly to company policies and procedures.
• Contribute to achieving team goals regarding contact quality and call volume.
• Develop and nurture customer relationships, and assist in implementing new products, processes, and policies.
• Strive for a high rate of first-contact resolution and ensure timely follow-ups on complex cases.

Requirements

• Strong verbal communication skills in English.
• Ability to adapt flexibly within a fast-paced, dynamic work environment.
• Customer service experience is essential.
• Team player with a cooperative attitude.
• Interest in sports, eGaming, or betting is considered a plus.

Additional Information

• This role includes working evenings, weekends, and bank holidays as necessary.
• BOYLE Sports maintains a commitment to equal opportunity employment and encourages suitably qualified applicants from all backgrounds to apply.