Primary/Key Responsibilities
General Duties include:
Dealing with all queries and complaints providing feedback to customers regarding their issues, ensuring that their concerns are resolved in a timely manner.
To achieve all KPIs associated with call times and quality of responses via email.
General administrative duties as required to offer customers the best experience.
· Maintain High level of response and quality on Webchat
· Achievement of KPI’s relating to the helpdesk which include but are not limited to; First Response Time, Secondary Response Time, and Ticket closure time. Its also important that a high level of customer experience is achieved through detailed resolutions and communications.
· General Tasks associated with our ERP system to be managed and maintained, such as; PO status, Requirements (Orders relating to this section), Returns, Dispatch Notes and Receipt notes.
· Fast and efficient response to reviews on our review platforms such as google and trust pilot
· Returns to be processed and managed on a daily basis working closely with our Suppliers and our own Accounts team to ensure credits are released on time. Report to our suppliers to be sent on a weekly basis and updates to be actioned.
· End of day checks to be carried out to make sure all orders have been processed and have a valid supplier PO number
· Back Orders to be worked on within the supplier portals to keep them at a minimum
· Weekly CS reports to be sent out
Pay: €15,000.00-€17,000.00 per year
Ability to commute/relocate:
- South Dublin, County Dublin: reliably commute or plan to relocate before starting work (required)
Education:
- Leaving Certificate (preferred)
Experience:
- customer service: 2 years (required)
Language:
Work authorisation:
Location:
- South Dublin, County Dublin (required)
Work Location: In person
