Role Description Join our team as a Bilingual Motor Damage FNOL Agent, managing motor damage claims from first notification through to resolution while delivering excellent customer service and supporting successful recoveries. - First point of contact for motor damage incidents. - Ensure claims are handled efficiently, accurately, and with a strong focus on customer service. - Manage the end-to-end processing of First Notification of Loss (FNOL) claims. - Record incidents promptly and obtain relevant documentation. - Direct claims to the appropriate handler or insurance provider. - Investigate and process damage claims, establish liability, and coordinate third-party recoveries. - Prepare documentation to support the recovery of damage costs. - Liaise with stakeholders including rental locations, insurance providers, maintenance teams, damage collectors, and customers. - Maintain accurate records within internal systems. - Ensure claims are opened within agreed timescales. - Respond to customer enquiries and gather additional information as required. - Ensure corporate standards and procedures are consistently followed. - Deliver a positive customer experience while supporting the efficient recovery and resolution of motor damage claims. Qualifications - Customer Service Focus: Strong commitment to delivering a professional and responsive service to customers, colleagues, and stakeholders. - Administrative Experience: Previous experience working in an office or administrative environment is advantageous. - Language Proficiency: Ideally fluent in Italian, but candidates fluent in Spanish, French, German, or Dutch will also be considered. - Systems Knowledge: Experience using claims or business management systems is desirable. - Communication Skills: Excellent written and verbal communication skills, with the ability to engage confidently with customers, management, and external partners. - Attention to Detail: Ability to maintain high levels of accuracy when processing claims, recording data, and handling documentation. - Organisation & Self-Management: Highly organised and self-motivated, with the ability to prioritise workloads and manage multiple tasks in a fast-paced environment. - Problem Solving & Decision Making: Ability to analyse information, make informed decisions, and progress claims efficiently. - Teamwork & Relationship Building: Proven ability to work collaboratively as part of a team while building positive working relationships across different departments. Benefits - Bike to Work Scheme - Tax Saver Travel Scheme - Discounted onsite Gym Membership (Dublin 4) - Discounted onsite Montessori (Dublin 4) - EAP – Employee Assistance Programme - Life Cover - PHI – Permanent Health Insurance - Exams & Professional Membership Fees - Professional and personal development opportunities

• Proactive Dispatch Management: Monitor and manage delayed and failed deliveries, taking immediate steps to address issues and communicate with stakeholders. • Coordination with Partners: Work closely with delivery drivers and third-party delivery partners using company portals and internal dashboards to ensure timely resolutions. • Multi-Channel Communication: Use HubSpot, Slack, email, and phone to coordinate and follow up on delivery issues, ensuring all stakeholders are informed. • Issue Escalation: Identify systemic issues affecting delivery operations and escalate them to the appropriate teams for long-term solutions. • Documentation: Maintain detailed records of dispatch activities, evidence collection, and issue resolution to support operational improvements. • Collaboration: Support other team members and departments by sharing insights and action items to enhance our delivery processes.

• Supporting day-to-day operational activities • Monitoring queues, schedules, and work items • Assisting with operational reporting and data collection • Escalating service issues to supervisors

• Serve as the primary point of contact for customers, addressing sales, billing, and troubleshooting inquiries with professionalism and empathy. • Identify, investigate, and resolve customer concerns efficiently, striving for first-contact resolution. • Troubleshoot technical issues related to Wi-Fi, Ethernet, and DOCSIS connections, guiding customers through resolution steps. • Process billing inquiries, payments, account adjustments, and service modifications accurately. • Assist customers with sales inquiries by providing product recommendations and service options suited to their needs. • Manage customer communications across multiple channels, including phone, chat, email, and text. • Accurately document all interactions, issues, and resolutions in company systems with clear and concise notes. • Collaborate with internal departments to escalate and resolve complex issues. • Maintain up-to-date knowledge of company products, services, policies, and industry trends. • Demonstrate professionalism, patience, and empathy in every customer interaction. • Support team members with questions or escalations as needed to ensure collective success. • Perform additional duties as assigned to support business operations.