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.
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