Collins McNicholas

Currently recruiting for two customer roles: Customer Service with German and Collection Accounts Assistant with Italian

 

Customer Service with German:

  • Be available to answer all inbound calls in a timely and efficient manner by maintaining a business-like manner at all times.
  • Acknowledge and answer any personal written correspondence received from owners in a timely and efficient manner.
  • Work as an advocate for the customer in resolving complaints.
  • Actively participate in outbound telephone ‘campaigns’.
  • To ensure that all contacts and interactions with owners and clients are properly documented and the resolutions to all issues are responded to and closed within a satisfactory period of time.
  • Exercise good judgment when handling customer calls and complaints.
  • To ensure that all procedures, processes and promotion changes etc are followed
  • Translate documentation on an ‘ad-hoc’ basis.
  • To help create an ongoing effort to improve the department through personal action and by contributing ideas to support and enhance the customer service programme.
  • To become an independent associate and to be able to analyse problems and to formulate plans to overcome challenges, to get work done efficiently with a high degree of quality.
  • To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem-solving tools that are available throughout the total quality management process
  • To maintain a clean, neat, well-organized work place which projects a professional atmosphere and free of hazards
  • To cross train and to be familiar with and competent in the performance and understanding of other functions required of this department and be able to fill in as required and as directed in the absence of associates who are normally responsible for those duties.
  • The ability to function calmly in a fast-paced environment handling multiple priorities simultaneously.  To be able to modify plans, actions, and decisions in light of changing situations and circumstances.
  • To have demonstrated ability to communicate verbally and written in a positive encouraging manner with associates and managers.
  • Proficiency in the English language required.
  • Proficiency in English and a foreign language such as German

 

Role Requirements:

  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with company policies and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates.  Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain computer systems knowledge (Windows XP, Email, Word etc)
  • Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.

 

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Job Title: Collections Accounts Assistant with Italian

 

  • Communicate with owners by telephone, email, fax and post when account becomes past due, requesting payment, and follow up on all promises received and accounts that have not been reached on initial call.
  • Review specific account situations and support and advise owners on all related issues, such as late fees, historical payments, past and future usage, methods of payment and payment plans.
  • Liaise with internal and external departments regarding servicing and collections. Ensure follow up on all account issues and ensure that records are kept accurate and up-to-date in the relevant systems.
  • Ensure that overdue letters for loans and maintenance fees are sent to owners and assist in the preparation, printing, co-ordination and mailing of these and other correspondence relating to the collection and revocation process.
  • Co-ordinate and execute pay off quotations, credit card charges and credit card auto-debit programme enrolments.
  • Gather relevant information (e.g. bank, credit card details) in case of refund request and pass to Research Department to process.
  • Liaise with bank and credit card companies to obtain credit card authorization code to manually overwrite charges when required.
  • Review and understand payment history for loan and maintenance fees and forward to the Research Department or owners, where applicable.
  • Any other duties as reasonably requested, including (but not limited to) logging system issues, preparing revocation files, outbound call campaigns etc.
  • Assist Research Department, where necessary and contact owners as and when requested.
  • Ensure all owners data (credit card details and personal data) is secure and saved.
  • Responding and helping with ‘Payment’ overflow calls from owner services, when required.
  • Translate documentation, when required.
  • Fluency in English and Italian is required.

 

Role Requirements:

  • Ensure all written correspondence is correct prior to sending to owners and is sent in a timely manner
  • Attend and participate in meetings when required. 
  • Build positive relationships with owners as well as with Europe, US & Middle East and Asia Associates.
  • Perform all tasks in a timely manner ensuring all deadlines are met
  • Perform other related tasks as assigned by management
  • Comply with the company policies and procedures
  • Be proactive, maintain a positive attitude and have a flexible approach to work, meeting the needs of the team and the business at all times
  • Maintain an attitude and commitment to provide excellent service to all customers and associates.  Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers
  • Maintain computer systems knowledge (Microsoft Office, email, Word, Excel etc)
  • Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.

 

For a confidential discussion and more information on these roles, please contact Claire on 021 4809118or email cork@collinsmcnicholas.ie

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