Customer Service Agent

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)


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

Job Category: Customer Service Agent
Job Type: Full Time
Job Location: North County Dublin

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