Customer Solutions Specialist
Emerald Contact Centre (ECC) based in the Waterford Business Park, Cork Rd, Waterford, is focused on providing superior customer service support for our clients. Our clients provide networks of health and investment information to our customers around the world. Customers can purchase supplements & health products, books, newsletters, attend seminars and receive free electronic newsletters on topics of interest to them. ECC employs people who are incredibly driven and passionate about providing outstanding service to the customer.
Our Customer Solutions Specialists are responsible for providing quality customer sales and service via phone by utilizing exceptional communication skills.
Strong attendance, performance and adherence to policies are not a desirable, they are an essential here. We take this seriously. In return, we can offer a relaxed environment, supportive managers, open door policy, along with a competitive salary, pension scheme, free onsite car parking, employee reward incentives and many employee wellbeing initiatives such as ‘Office Yoga’.
What you will be doing:
What we need from you:
We have part time & full time positions open
We would like to think we are a nice place to work…. some days are busier than others but it is all part of the journey
Privacy notice for candidates
Emerald Contact Centre is committed to protecting the privacy and security of your personal information.
This privacy notice describes how we collect and use personal information about you as part of the recruitment process.
It is important that you read this notice so that you are aware of how and why we are using your data.
Data Protection Principles
We comply with all relevant data protection principles, and this means the personal data we hold about you is:
What information we hold about you, and why
Emerald Contact Centre is a “data controller”. This means that we are responsible for deciding how we hold and use personal information about you.
We collect personal data about candidates through the recruitment process, either directly from them or through recruitment agencies. We may sometimes collect additional information from third parties including former employers or other background check agencies where required.
In order to assess your application and communicate with you about the recruitment process, we may collect and hold about you the following categories of personal data:
We only use your personal data if the law allows us to, and most commonly, for the following purposes:
You are under no statutory or contractual obligation to provide data to us during the recruitment process. However, if you do not provide information which is necessary for us to consider your application (such as evidence of qualifications or work history) when requested, we may not be able to process your application properly or at all. If your application is successful, it will be a condition of any job offer that you provide evidence of your right to work in the country and satisfactory references.
We will only use your personal data for the purposes for which we collected it unless we reasonably believe we need to use it for another reason and that reason is compatible with the original purpose. We will notify you if that is the case and explain the legal basis which allows us to use the data.
Please note we may process personal data without your knowledge or consent where this is required by law or other regulations.
Your application will be assessed by members of the People Team, relevant hiring managers and interviewers involved in the recruitment process. We may also have to share your data with third parties, including third-party service providers (e.g. work agencies) and other entities in the Agora Group.
We may share your information with third party service providers (such as recruitment agencies or applicant tracking software providers) which provide technical and support services in relation to the recruitment process.
We require third parties to respect the security of your data and to treat it in accordance with the law. They will not share your personal information with any organisation apart from us and they will hold it securely and retain it for the period we instruct them to.
We may also share your personal information with a regulator or otherwise to comply with the law.
We may share personal data with other Agora entities as part of recruitment support, regular reporting, reorganisations and for system maintenance, support, and hosting of data. In certain circumstances and when there is a genuine business purpose, this may include members of People Teams in other Agora entities assisting with the application process.
To ensure personal data is adequately protected, data transfer agreements are in place with the US Agora entities.
Your personal data during the recruitment process
Please keep us informed of changes to your personal data so we can ensure it is current and accurate.
You can request access to your personal data, that it be corrected (if it is incomplete or inaccurate), ask us to delete it (where there is no good reason for us continuing to have it), object to its processing where we are relying on a legitimate interest (and your legitimate interest overrides ours), request restrictions on the processing or that it be transferred to another party.
If you are asked to provide your consent to the collection, processing and transfer of your personal data for a specific purpose, you have the right to withdraw your consent at any time by writing to a member of the People Team. Once we are aware you have withdrawn consent, we will no longer process your data for those purposes unless we have another legitimate basis for doing so.
If your application is unsuccessful, we will retain your personal information for  months after we have communicated our decision to you. We retain your personal information for that period so that we can show, in the event of a legal claim, that we have not discriminated against candidates on prohibited grounds and that we have conducted the recruitment exercise in a fair and transparent way. After this period, we will securely destroy your personal information in accordance with applicable laws and regulations.
If we wish to retain your personal information on file, on the basis that a further opportunity may arise in future and we may wish to consider you for that, we will write to you separately, seeking your explicit consent to retain your personal information for a fixed period on that basis.
If your application is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment.
Automated Decision Making
You will not be subject to decisions that will have a significant impact on you based solely on automated decision-making. Should we ever use automated decision-making that will have a significant impact on you, we will let you know in advance and give you an opportunity to object.
If you would like to exercise any of your rights or if you have any questions about this notice or our processing of your data more generally, please contact a member of the People Team. If you believe we have not complied with our data protection obligations you can also lodge a complaint with the local data protection supervisory authority.
Last updated 1 October 2019