Location: Killarney, Co. Kerry
Department: Customer Service
Employment Type:Fixed-Term Contract
We are looking for a Customer Service & Sales Support Agent to join our Customer Service team on a fixed-term contract and deliver an exceptional customer experience across our Aran Sweater Market and Weavers of Ireland brands.
This is a customer-focused and target-driven role where you will support customers across multiple channels, including phone, email, live chat, social media and online platforms. You will assist customers throughout their journey, from product enquiries and sizing advice through to orders, deliveries, returns, exchanges and aftersales support.
You will work with an international customer base across different time zones, ensuring customers receive professional, efficient and friendly support at every interaction.
The successful candidate will be confident working in a fast-paced environment, comfortable working towards KPIs and committed to finding solutions that leave customers with a positive impression of our brands.
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Respond to customer enquiries via email, phone, live chat and social media in a professional and timely manner.
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Assist customers with orders, exchanges, returns, refunds, delivery queries and product information.
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Provide product and sizing advice and make appropriate product recommendations.
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Support both online and in-store customers with aftersales queries, receipts, exchanges and product support.
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Resolve customer concerns with empathy, professionalism and a solution-focused approach.
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Identify opportunities to support sales through product knowledge and excellent customer service.
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Escalate complex queries or issues where necessary.
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Support an international customer base across different time zones while maintaining agreed service levels.
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Process returns and exchanges accurately using internal systems.
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Inspect returned items and ensure they meet company return conditions.
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Communicate with customers regarding return updates, missing information or additional payments where required.
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Create return shipping labels using courier platforms.
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Ensure all returns and exchanges are processed efficiently and accurately.
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Assist customers with order tracking and delivery updates.
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Verify proof of purchase and customer order information where required.
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Process customer payments securely using approved systems.
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Maintain accurate customer records, order information and notes.
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Work confidently across ecommerce and order management platforms, including Shopify, BigCommerce and Linnworks.
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Represent Aran Sweater Market and Weavers of Ireland professionally across all customer touchpoints.
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Develop and maintain a strong knowledge of our products, sizing, materials and brand values.
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Deliver a consistent and high-quality customer experience across online and retail channels.
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Support customer retention by providing friendly, professional and solution-focused service.
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Monitor and respond to customer interactions on social media platforms where required.
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Previous experience in customer service, sales support, retail, ecommerce or a similar customer-facing role is desirable.
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Excellent written and verbal communication skills.
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Strong interpersonal skills and a genuine passion for helping customers.
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Excellent problem-solving skills and attention to detail.
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Ability to remain calm, professional and positive when dealing with challenging situations.
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A customer-focused approach with strong commercial awareness.
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Strong organisational and time-management skills.
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Ability to manage multiple enquiries and priorities effectively.
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Excellent attention to detail and accuracy.
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Comfortable working with computer systems, ecommerce platforms and customer service software.
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Ability to learn new systems and processes quickly.
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Ability to work effectively as part of a busy Customer Service team.
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Willingness to work collaboratively with Warehouse, Retail and other departments.
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Reliable, proactive and accountable.
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Comfortable working towards targets, KPIs and service-level expectations.
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Ability to work effectively in a fast-paced environment where priorities can change.
This is an exciting opportunity to join a growing Irish company and become part of a team representing established Irish brands to customers around the world.
You will have the opportunity to develop your customer service, sales and ecommerce skills while working across a diverse international customer base and gaining experience with multiple leading ecommerce and order management platforms.
If you are passionate about customer service, enjoy finding solutions and want to be part of a team that takes pride in delivering an excellent customer experience, we would love to hear from you.
Apply now and join the team at Aran Sweater Market and Weavers of Ireland.
