Customer Service Specialist

Customer Service Specialist required with 2 years plus experience in customer service / order management function.Long term contract.Galway city.

Responsibilities:

• Answer telephone calls and emails from both internal and external customers in a prompt and efficient manner.

• All calls need to be answered in line with key Service Level Agreements.

• Tracking and monitoring all Customer contacts in order to understand trends in demand.

• Log and maintain customer’s queries and contacts on system.

• Keep up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with impeccable customer service

• Communicate proactively with internal and external customers on any queries or requests.

• Provide information or escalation routes to Customers in a professional, positive and courteous manner

• Keep up-to-date on any changes to any escalation methods or contacts across the world in order to effectively support the Customers.

• Escalate order-related queries to the appropriate departments.

• Keep Team Lead informed of all changes, issues and potential concerns of all customer accounts

• Work with various internal departments as needed to ensure customer requirements are met

• Responsible for following all CS Standard Operating Procedures (SOP’s) in line with our Quality Management System and delivering an excellent customer experience.

• Other duties as assigned

Requirements:

• 2 years plus experience working in a call-centre or Customer Service function is an advantage.

• Proficient in MS Word, Excel and Outlook

• Experience in SAP or a similar ERP system.

• Effectively collaborate with others

• Work effectively in a fast-paced environment with shifting priorities

• Fluency in a second European language is a distinct advantage

For a confidential discussion and more information on the role, please contact Noeleen Stewart.