Customer Service Advisor

1 day ago

Cork, Cork, Ireland The Kilkenny Group Full time
Overview

Join to apply for the Customer Service Advisor role at Kilkenny Design.

Location: Cork. Contract: Fixed Term, Full time for Christmas period with the potential for part time in the New Year. This role requires 5 days per week (30-40 hours during the Christmas period) with a shift to 2 days plus cover for annual leave in the New Year.

An exciting opportunity to be the first point of contact for Kilkenny's Customer Service desk, helping customers with processing sales and providing a 5-star Customer Service experience. You will be part of an expert team driving brand awareness and supporting telesales.

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

Note: due to the high number of applicants, only successful candidates will be contacted. Kilkenny is a progressive employer with a values-based culture and a strong emphasis on people development.

Core responsibilities
  • Maintain the Customer Service desk by answering customer queries via calls, chats and tickets
  • Maintain the Reviews.io platform by responding to customer reviews and product questions
  • Identify and solve or escalate customer complaints
  • Assist with our customer returns & refunds process
  • Generate sales to achieve targets by applying brand selling methods, product knowledge and following basic service flow
  • Learn and educate oneself on our products and heritage to storytelling our brand offering
  • Place dropshipping orders through to the relevant partner
Day-to-day role
  • Handle inbound and outbound customer calls and queries with a focus on efficient and responsive resolution
  • Maintain ticket volume and answer chat queries from customers
  • Drive sales to hit daily telesales targets within the team
  • Deal efficiently with all customer queries while maintaining call quality on every call (online orders, fulfilment times, shipping information, customer tracking, advertising, and corporate sales)
  • Escalate repeat issues to management and participate in regular feedback forums to enable process improvements
  • Process orders including printing orders/credit cards sales and assisting with website & corporate order fulfilment
  • Send orders to warehouse for fulfilment; support and engage with dropshipping partners
  • Maintain ongoing communication and feedback with your manager
  • Correspond and meet regularly with picking and dispatch on customer order status
Qualifications & personal qualities
  • Driven to provide excellent customer service and sales performance
  • Target-driven with the ability to exceed team targets
  • Excellent attention to detail and solution-oriented
  • Positive, proactive attitude; energetic and adaptable to business needs
  • IT proficient with strong organisational skills
  • Positive can-do attitude, curious to learn, and adaptable to business needs

Sorry, we will not be able to contact all applicants due to volume. Thank you.


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