Customer Service Advisor

3 weeks ago

Cork, Cork, Ireland Kilkenny Design Full time
Overview

Contract: Fixed Term, Full time for Christmas period with the potential for part time in the New Year. Location: Cork.

An exciting opportunity has arisen for a fully flexible Customer Service Advisor with sales experience to join our team at our Head Office in Cork. This role requires 5 days full time, 30-40 hours per week with the requirement to move to 2 days plus cover for AL days in the New Year. This role will require a 5 day working week as we move into our Christmas period. As a Customer Service Advisor you are the first point of contact for Kilkenny's Customer Service desk and will help customers with processing any sales that come through the desk.

You will be part of an expert team driving brand awareness, providing a 5 star Customer Service experience and assisting with telesales sales while making each of our customers feel special every day.

Full training and an induction programme will be provided. Customer Service & Sales experience is required.

Core responsibilities
  • Maintain the Customer Service desk by answering Customer queries via calls, chats and tickets
  • Maintain our Reviews.io platform by responding to Customer Reviews and Product questions.
  • Identifying and solving/escalating customer complaints.
  • Assist with our Customer Returns & Refunds process
  • Generate sales to achieve sales target by applying brand selling method, product knowledge and ability to follow basic service flow.
  • Learn and educate oneself on our products and its heritage, thus storytelling our brand offering.
  • Placing Dropshipping orders through to the relevant partner.
Day to day role
  • Handling inbound and outbound customer calls and queries with a focus on an efficient and responsive resolution.
  • Maintain the ticket volume and answer chat queries from customers.
  • Drive sales to hit daily Telesales targets within the team.
  • Deal efficiently & effectively with all customer queries whilst maintaining call quality through every call at all times. Eg online orders, fulfilment times, shipping's, store information, customer tracking, advertising (e zines) and corporate sales
  • In your role as first point of contact with the customer - ensuring to channel upwards to Management any repeat issues immediately along with regular feedback forums. This will enable a wider team review of processes etc. to enable change and continuous improvements
  • Printing orders/credit cards sales and assisting with all aspects of website & corporate order fulfilment - Sending orders to warehouse floor for fulfilment.
  • Supporting and engaging with dropshipping partners for the fulfilment of dropshipping orders
  • Continuous communication, support and feedback to your manager is essential in the day to day position.
  • Correspond and meet regular with picking and dispatch on customer order status.
Character and personal qualities
  • Driven to provide excellent customer service.
  • Sales and target driven to exceed all targets set out within the team.
  • Excellent attention to detail and solution orientated.
  • Demonstrates drive, determination, and a positive attitude to succeed.
  • IT proficient and excellent organisational skills
  • The ideal candidate will have a positive can-do attitude, energetic in nature, curious to question & learn and agile to the working needs of the Business.

Please note due to the large number of applicants for this role we will only be able to contact the successful candidates. Thank you. Kilkenny is a progressive employer with a Values based culture and a strong emphasis on people development


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