Our client is seeking a Customer Service Executive in Tralee, Co. Kerry. The primary responsibility of the position will be to serve as the initial point of contact for current and new clients in North America and Europe. You will respond to consumer inquiries, handle complaints, and provide details about our products. Communication methods include email, phone, web chat, and occasional face-to-face meetings at our headquarters in Tralee, County Kerry.
Responsibilities
1. Be the primary point of contact (phone, chat, and email) for customer questions and concerns.
2. Keep the email inbox clear by responding to customers speedily and efficiently.
3. Be available for chat to maximize sales opportunities.
4. Respond to all voicemails to ensure customers are kept up to date and the voicemail box is kept clean.
5. Develop SOPs for handling Customer Service inquiries and constantly look for ways to streamline our processes.
6. Maintain and update the FAQs on the website, keeping it current with customer inquiries.
7. Create and manage rotas to ensure customers have access to the client through all methods of communication during our scheduled hours (US and Europe).
8. Identify areas where product information is needed through video or blogs, and communicate findings regularly with the content creator and marketing team.
9. Coordinate with all teams in the company, providing them with customer feedback on products and service.
Daily Tasks
1. Verify that orders look appropriate; if not, investigate and communicate with warehouse personnel when the investigation is complete.
2. Scan daily orders and inform customers of out-of-stocks as orders are presented.
3. Monitor and respond to all website or crowdfunding customer inquiries and opportunities across all communication channels (email, phone, social media, etc.).
4. Provide professional and focused outbound and incoming call service for customers, always striving to maximize sales for the company.
5. Be available for a set period to Live Chat with customers on the website.
6. Check and respond to reviews left on the website and Trustpilot, striving to achieve the company goals and targets.
Weekly Tasks
1. Prepare weekly Customer Services reporting for All Hands weekly meetings.
2. Assist in daily shipping when needed and/or resolve any customer-related shipping issues or concerns.
3. Handle the return/refund process with customers when needed.
4. Assist in setting up products for sales/marketing opportunities (demos, trade shows, photography, etc.).
Qualifications
1. Relevant Business Degree.
Preferred Skills
1. Clean full driving license.
2. Ability to move/lift heavy boxes.
The salary for this role is dependent on experience (in line with market rates) and offers a number of benefits to be discussed at the interview stage.
If you are interested, please apply or email.
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