Customer Resolution Agent

About the role

Position: Customer Resolution Agent Location: Ballymount Co. Dublin Contract: Full Time Permanent subject to 6 months' probation Salary: €30,000-33,000 per annum, paid monthly The Resolution Agent is responsible for managing customer billing queries, payment disputes, and financial complaints through to resolution. The role ensures that all cases are handled accurately, fairly, and in line with company policy, while supporting cash collection and protecting customer relationships. This role requires strong attention to detail, analytical thinking, and the ability to clearly explain financial information to customers. Core Role and Responsibilities: Resolve billing queries (invoices, payments, credits, balances) Investigate discrepancies and identify root causes Process refunds, credits, and adjustments Manage cases end-to-end within SLAs Maintain accurate CRM/finance records Work cross-functionally with Customer Service, Sales & Finance Strong attention to detail and problem-solving skills Ability to explain financial information clearly Organized, with the ability to manage multiple cases Experience in billing, finance, or customer accounts (preferred) Monday - Friday Days working pattern 23 days' holiday + Bank Holidays - increasing with long service Company Pension scheme Company Sick Pay (after qualifying period) Shopping discounts with Perks at Work 24 hours access to Employee Assistance Programme Volunteering Day Employee support network and mental health assistance Opportunity for career progression

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