We are seeking a highly organized and detail-oriented Back Office Admin Agent to join our team. The successful candidate will play a key role in managing Subject Access Requests (SARS), handling customer complaints and queries, and transcribing calls and interactions to ensure accuracy and compliance. This role is vital in supporting our contact centre’s back-office operations and ensuring customer concerns are handled professionally and efficiently.

€13.50 per hour
9am - 6pm, Monday to Friday

Key Responsibilities:

Subject Access Requests (SARS) Management:

• Receive and process Subject Access Requests in accordance with data protection regulations.
• Collate and prepare customer data, ensuring accuracy and completeness.
• Ensure all SARS requests are fulfilled within required timeframes and compliance standards.
• Work closely with internal departments to retrieve necessary documentation or information for requests.

Customer Complaints and Queries:

• Manage and respond to customer complaints and queries in a professional and timely manner.
• Ensure accurate records of all interactions and follow-up actions are maintained.
• Escalate complex complaints to the appropriate department or manager while maintaining clear communication with the customer.
• Identify recurring issues and work with relevant teams to implement solutions or improvements.

Call and Interaction Transcription:

• Transcribe calls and written interactions between customers and the contact centre for documentation purposes.
• Ensure that all transcriptions are accurate, clear, and appropriately formatted.
• Maintain a high level of confidentiality and discretion when handling sensitive information.

Issue Resolution Support:

• Assist in tracking and resolving customer-related issues, ensuring thorough documentation and timely follow-up.
• Coordinate with internal teams to address and resolve issues, providing regular updates to customers where necessary.

Data Management:

• Accurately enter and update customer data in relevant systems.
• Ensure data integrity and confidentiality at all times, following company and regulatory standards.
• Maintain organized digital and physical records for easy retrieval and reporting.

General Administrative Support:

• Provide administrative support to other teams as required, particularly during high-demand periods.
• Assist with any other back-office duties that contribute to the smooth operation of the contact centre.