About DID Electrical
For over 50 years, DID Electrical has been at the heart of Irish homes, delivering top-tier technology, appliances, and unbeatable customer service. As an Irish owned business, our customers are at the core of everything we do. We are looking for an enthusiastic, driven, and empathetic Customer Service Agent to join our team at the Fonthill HQ.
Main Duties & Responsibilities
Customer Experience & Support
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Be the Voice of DID: Deliver a welcoming, helpful, and professional experience across all inbound channels, including phone, email, live chat, and social media.
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Query Resolution: Assist customers with order fulfillment, delivery and dispatch updates, service requests, installations, and general inquiries.
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Feedback Management: Handle customer feedback and complaints with empathy and efficiency, escalating complex cases to your line manager when necessary.
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Cross-Department Collaboration: Support various internal departments to ensure a unified and efficient service delivery.
Operations & Administration
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Order Management: Process web orders, handle scheduling for deliveries, and maintain accurate, up-to-date customer databases.
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Mailbox Management: Oversee and manage publicly available DID mailboxes, ensuring timely responses.
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Customer Support: Follow up for customers with relevant departments & complete all follow up work including issuing solutions to customers.
Commercial Drive
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Sales Support: Identify and gather information for sales leads, assisting in the development of the department's outbound sales strategy.
Essential Criteria: What We Are Looking For
Experience: A minimum of 1 year of experience in a fast-paced customer service environment.-
Communication Skills: An excellent telephone manner and a polite, professional writing style.
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Problem-Solving Mindset: A proven ability to deliver outstanding service, multi-task, and identify ways to improve the customer journey.
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Drive & Attitude: A positive, resilient attitude with a strong determination to meet and exceed team objectives.
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Organisation: Exceptionally organised, attentive to detail, and fully capable of prioritising workloads under your own initiative.
Proficiency in English both spoken & written is essential for this role.About DID Electrical
