Role Summary
Customer Service Representatives are a critical part of CMS’s business, contributing to our success and having a global reach within CMS by interacting with all our territories across the world. The actions (or lack of actions) taken by Administrators have a real impact on customer satisfaction and/or the profitability of CMS.
They are responsible for dealing with queries from different stakeholders both inside (sales, warehouse, logistics, accounts receivables, accounts payable & product management) and outside (customers, vendors & logistic partners) of CMS.
Our Customer Service Representatives are tasked to ensure that all queries are resolved to a high professional standard, in the most efficient manner possible.
* To respond to stakeholder queries in a prompt and positive manner.
* Investigating and solving customers' problems, which may be complex or long-standing, and may have initiated payment hold against CMS by the customer.
* Acting in a way that always enhances CMS’s reputation and boosts the customer experience.
* Responding to other departments' requests for assistance as required.
* Reacting to issues raised by logistic partners – exception reporting, incident handling, etc.
* Verify Return Material Authorisation (RMA) requests in line with the agreed procedures.
* Working to tight Service Level Agreements with major retail customers.
* Validating all RMA credits before release.
* Initiating & handling disputes over RMA and/or Debit Notes.
* Liaising with the multitude of courier partners.
* Cross training within the Customer Service department.
* Occasional Return To Vendor (RTV) activity.
* Providing administration activities to support above activities.
* Providing cover for colleagues to ensure Customer Services is adequately staffed at all times.
* Promoting and demonstrating CMS’s Values.
Skills & Personal Attributes
* We seek people with Attitude & Aptitude!
* Attitude – willingness to go the extra mile, to seek opportunities to better ourselves or the customer experience, being a self-motivator.
* Aptitude – ability to quickly adapt to the changing nature of our work.
Qualifications:
* Preferred – a recognised degree in any subject.
* Required – good High School qualifications.
* Considered – Qualified By Experience (minimum 1 year’s experience in a similar role).
Skills:
* Good organisational skills - ability to multi-task, prioritize, and manage time effectively.
* Excellent communication skills – ability to communicate eloquently in both written and verbal formats.
* Numerate with an ability to analyse data.
* Good working knowledge of Excel (preferred – Pivot Tables, IF statements).
* Foreign language skills would be helpful – esp. French, Dutch, or Spanish.
* Working knowledge of SAP system would be beneficial.
Attributes:
* Having the right Attitude & Aptitude are crucial.
* Accuracy and attention to detail are essential.
* Ability to work as part of a hard-working team to meet deadlines.
* Personal Growth Mindset – willing to maximise learning from each new opportunity.
Job Types: Full-time, Permanent
Additional pay:
* Bonus pay
* Quarterly bonus
Benefits:
* Bike to work scheme
* Company pension
* Employee assistance program
* On-site parking
* Private dental insurance
* Private medical insurance
* Sick pay
Schedule:
* Monday to Friday
* No weekends
Ability to commute/relocate:
* Kiltimagh, CO. Mayo: reliably commute or plan to relocate before starting work (required).
Application question(s):
* Please state your salary expectations for a new role.
Experience:
* Organisational skills: 1 year (preferred).
* Customer service: 1 year (required).
Work Location: In person
Application deadline: 20/11/2024
Expected start date: 20/11/2024
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