Call Centre Agent


Company Description

SGS is the world’s leading inspection, verification, testing and certification company. We are recognized as the global benchmark for quality and integrity. With more than 94,000 employees, we operate a network of more than 2,600 offices and laboratories around the world.

Job Description

SGS Ireland – Galway

The SGS Group is the world’s largest organization in the field of inspection and verification and provides a comprehensive range of services in more than 140 countries.

SGS Ireland Limited employs over 200 staff across a network of business sectors including Systems & Services Certification, Automotive Services and Oil, Gas & Chemicals. We are currently recruiting call centre agents for our Galway office within our Government & Institutions Services Business Line.

Jobs in Canada

 Reporting to the Operations & Quality Supervisor, the successful candidate will be responsible for the following activities:

  •  Answer incoming customer phone calls and take appropriate action for each call
  •  Strict adherence to Scripts and Standard Operating Procedures
  • Maintain customer satisfaction ratings based on explicit criteria set forth by the company
  • Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
  • Input data into the company computer platform to keep each customer record updated
  • Routing inbound calls to the appropriate resources
  • Completing call notes as necessary
  • Obtaining and evaluating all relevant data to handle complaints and inquiries
  • Managing administration, communicating and coordinating with internal department


Leaving certificate and/or FETAC 5 skills certificate or greater

Additional Information

This position is a full time, 3 month fixed term contract. 

Key Requirements

  •  Requires at least 1 -2 years customer service experience
  • Strong Computer Skills & general PC Proficiency
  • Excellent attention to detail
  • Excellent communication and people skills vital to this role
  • Ability to work on own initiave or in a proactive manner as part of a team
  • Strong Team Player Skills
  • Strong Learning Capabilities
  • Strong customer service focus and experience
  • Fluency in both written and spoken English – excellent documentation skills required
  • Initiative and excellent problem-solving ability in a fast-paced environment
  • Candidate should be pro-active and possess excellent organisation skills
  • Irish Speaker an advantage