Clondalkin
Office
Full time
Job Description: Customer Service Agent
Contract Type: Full Time, Office-Based
Location: DID/Select HQ, Fonthill
Reporting to: Executive Relations Management Team
Main Duties & Responsibilities
- Take incoming calls and manage the customer experience by answering questions, scheduling deliveries, generating sales referrals, addressing concerns while delivering excellent customer service
- Manage inbound queries received through email, live chat, social media and
- Offer support to the different departments within the organisation when required
- Maintain accurate and up to date records for all customer databases
- Update customers on their order requests and/or connect them with the appropriate stakeholder
- Provide dispatch and delivery information to existing web-orders and address any concerns about delivery and dispatch
- Assist customers with concerns on order fulfilment, service requests, installations, and any concerns they have during the course of their experience.
- Process orders and conduct fraud checks
- Act accordingly as an Ambassador for DID Electrical and their affiliates
- Handle customer feedback and complaints assigned to you, and escalate to line manager where applicable
- Create a welcoming atmosphere to our customers over the phone and maintain a polite professional manner in written correspondence to customers
- Gather information for sales leads and assist in the development of the departments outbound sales strategy
- Manage publicly available DID mailboxes
- Identify attempts to defraud the company through coercion and social engineering
- Any duties assigned by your line manager to ensure the efficient function of the customer service team
Essential Experience Criteria
The right candidate will have experience in and must be able to show:
- Excellent telephone manner. You will be part of a team that are the first point of contact for all telephone customers
- Experience in a customer service environment.
- An ability to identify outstanding customer service and opportunities to improve problem areas
- Flexibility with a positive attitude to meet team objectives
- Be organised, professional, and able to work on own initiative
- Experience with Apple products and service - any Apple sales or certification a bonus
- Organisational skills with the ability to prioritise workloads, multi-task, and apply consistent attention to detail is essential.