Impulse Recruitment are currently recruiting for a Customer Service Agent for a large company based in North Dublin
This is a full time permanent position
The primary function of this role is to provide support for the Customer Services Team & act as a
point of contact for all customers, be it via email, on the phone or in person, all within a fast
moving, ever changing, competitive environment
The successful candidate will be required to provide order processing capability, managing
customer service requests/queries etc. in a timely manner & ensuring they deliver total customer
satisfaction through all communication channels.
This role is an opportunity for a pro-active individual who is dedicated to supporting the newly
established Customer Service team to achieve & deliver a high standard of professional service
plus continuous improvement, throughout the departments.
Key Responsibilities & Accountabilities
• Responsible for prompt query resolution for all customers – Phone / Email
• Responsible for communication of any issues to various internal departments e.g.
transport, operations, sales etc.
• Consistently provide expert customer service to our customer base in a friendly and
professional manner
• Customer Order processing – needs to have a comprehensive knowledge of pricing and
service levels
• Completion of PRE-PAY bookings
• Educating Customers on online bookings
• Provide accurate, valid and complete information by using the right methods/instructions
• Responsible for updating internal systems and advising transport / Operations of book ins
and/or any other service requirements.
• To provide a high level ‘inbound’ customer service response via phone, email e.g. 30-
minute turnaround
• Maintenance of customer complaints log, tracking issues and create NCR’s reporting on
customer issues
• Process uplift requests – process and send documentation to transport/Operations
• Liaising with all Departments within the team & assisting with queries
• Follow up queries within agreed timelines to ensure issues are satisfactorily resolved
• Furnishing Sales leads to Commercial Office
• Company updates example Brexit | New streams example Air Ocean | Bank Holiday
transport restrictions example Italy August | Christmas deliveries etc.
• General Day to Day administrative duties plus additional duties (as the role evolves)
PERSON SPECIFICATION
Essential Criteria:
• Be Customer focused with dedication in your service delivery to meet Customer needs
• Ability to maintain positivity when working under pressure, re-prioritising workload
where necessary
• Be reliable with the ability to multitask and have strong problem-solving skills
• Strong attention to detail, accuracy and numeracy
• Excellent communication skills both verbal/written with a polite, courteous and
professional telephone manner
• Strong characteristics & mentality who wants to improve efficiencies and achieve
customer excellence
• Excellent interpersonal skills with a commitment, hunger and determination to
significantly grow the business
• Strong analytical and numeracy skills and proficient on working to budgets with a proven
track record to demonstrate this
• Dynamic & dedicated within proven levels of high conformance & performance
• Computer literate including but not limited to Microsoft Office Suite
• Positive, ‘will do’ attitude & ability to work as part of a team
• Full comprehension of the English language (both written & spoken)
• Successful candidate will need to commercially aware, empathetic (able to diffuse
situations) and place great importance on their punctuality when arriving to & leaving
from work.
Desirable Criteria
• Strong Customer Service Skills
• 2+ years customer service experience in a similar role
• Strong Communication Skills verbal and written
• Ability to prioritize workload and deliver to deadlines
• Team Player, flexible and proactively uses own initiative
• Completer/Finisher – follow through tasks, queries etc. to completion
The successful candidate will also be measured on weekly KPI’s on three of the objectives
outlined below:
1. Volume & € value of Pre-Pay bookings
2. Number of customers that have successfully moved to online bookings
3. Sales leads passed to Commercial office