SMB Multi-Channel Sales Specialist Site

Closing Date: 09/06/2026

Reference #: 2045

SMB Call Agent - Business Value Management Team (On-Site
- Dublin)

Outbound Operations

The eir Business Value Management Team will play a critical role in supporting and growing our Small and Medium Business customer base. You and the team will be responsible for delivering exceptional customer experience across multiple channels, driving sales performance and maximising customer value, through inbound and outbound engagement, lead generation, business webchat, cold calling and proactive customer value management. This team will ensure that it remains the trusted communications partner for Ireland’s SMB community.

Our purpose is to connect for a better Ireland.

Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.

This role will be a key part of eir’s ambition to strengthen our position in the Small and Medium Business market. As a Business Value Management Team member, you will be at the forefront of supporting Irish businesses with the connectivity and solutions they rely on every day. You will play a direct role in delivering core KPI’s for the SMB segment whilst driving revenue growth, improving customer experience, and ensuring that eir delivers on its commercial and service commitments.

The role offers variety, pace, and the opportunity to build deep expertise across inbound and outbound sales, digital engagement, and customer value management. You will work across multiple SMB channels, engage with a wide range of customers, and contribute to shaping how eir supports and grows its SMB customer base.

As part of the Business Value Management Team, you’ll:

• Build valuable skills in sales, communication, and problem-solving.
• Work in a dynamic, target-driven environment.
• Be recognised for your achievements and contributions.

• Annual salary and attractive commission structure.
• Continuous support, learning, and opportunities for advancement.
• Enhanced earning potential through various staff incentives.
• Staff offer.
• Free eir Wellness Programme and Employee Assistance Programme.
• Discounted healthcare plan.
• Generous family-friendly policies, including fertility, pregnancy loss, menopause and others.
• Commitment to Diversity and Inclusion.
• Paid leave benefits including maternity and sick leave benefits.
• Tax saver tickets and bike to work scheme.

This role will operate Monday to Friday between 8:00 am and 8:00 pm, with the potential for some weekend activity depending on business needs. Team members will receive assigned shifts within these hours to ensure full coverage and service availability for our customers.

This role will require successful candidates to work full time on site within our Contact Centre.

• Manage inbound calls from SMB customers, providing clear, accurate, and professional support.
• Understand customer needs and position the most suitable eir products and solutions.
• Resolve queries efficiently or escalation to specialist teams where appropriate.
• Deliver targets as set by Line Manager.
• Conduct outbound calls to existing and prospective SMB customers to drive sales, renewals, upgrades, and product adoption.
• Follow up on marketing campaigns, digital enquiries and pipeline opportunities.
• Re‑engage lapsed or low‑activity customers to stimulate new demand.
• Identify and qualify new business opportunities through proactive outreach.
• Use CRM tools to log interactions, assess lead quality and progress opportunities through the sales funnel.
• Collaborate closely with marketing, digital and field sales teams to maximise lead conversion.
• Deliver real‑time support to SMB customers via eir’s business webchat channels.
• Provide fast, accurate responses to drive customer satisfaction and sales conversion.
• Escalate complex issues while maintaining ownership of the customer experience.
• Analyse customer behaviour, account potential and product usage to identify upsell, cross‑sell and retention opportunities.
• Conduct proactive outreach to high‑value and at‑risk customers to…