Client Relations Specialist

3 days ago

Dublin, Dublin City, Ireland Cpl Resources - Office Support Full time
About the Role:

Cpl Resources - Office Support is seeking a highly skilled and experienced individual to fill the position of Customer Experience Executive. This role requires someone who can deliver exceptional customer experiences while working efficiently and effectively.

The ideal candidate will possess strong organisational skills, excellent communication skills, experience in process management, and the ability to multitask. They will be responsible for ensuring high standards of customer service, providing office support, and conducting administrative tasks accurately and efficiently.

Key Responsibilities:
  1. Customer Service Delivery: Ensure consistently high-quality customer service, responding to queries promptly and resolving issues effectively.
  2. Supporting Colleagues: Assist colleagues to ensure everyday matters are managed professionally.
  3. Administrative Tasks: Conduct all administration tasks accurately and efficiently, maintaining strict protocols and adhering to deadlines.
  4. Dealership Enquiries: Act as the main point of contact for dealership enquiries, providing timely support and training to dealership staff on mobility services.
Specific Job Requirements:
  1. Membership Administration: Process new member applications, respond to membership emails, and adhere to strict protocols.
  2. Vehicles Management: Work closely with maintenance and support partners to ensure vehicles are available for use.
  3. Escalated Enquiries: Review escalated customer enquiries or complaints and take appropriate action to resolve matters.
  4. Fine and Penalty Processing: Process fines and penalties accurately and on time.
  5. Purchase Order Management: Organise purchase orders for invoices.
  6. Training Materials Creation: Create training documentation for dealership staff.
  7. Service Updates Communication: Provide communication on key updates to the service.
  8. Technical Issue Logging: Log technical issues with technical suppliers.
  9. Customer Feedback Analysis: Monitor customer feedback and respond to online queries.
  10. Customer Satisfaction Monitoring: Analyse customer support reports to ensure high levels of customer satisfaction levels are consistently achieved.
  11. GDPR Compliance: Handle GDPR enquiries and ensure strict protocols are being followed at all times.
  12. Customer Satisfaction Scoring: Develop and monitor customer satisfaction score.
  13. Company Expense Management: Log company expenses on relevant platform.
  14. Procedure Review and Improvement: Ongoing review of procedures and efficiencies.
  15. Outstanding Payment Processing: Process outstanding payments.
  16. Vehicle Condition Report Preparation: Prepare vehicle condition reports for vehicles that have been removed from the fleet.
  17. General Administrative Tasks: Perform general administrative tasks.
Essential Requirements:
  • Organisational Skills: Manage multiple tasks efficiently.
  • Effective Communication: Communicate effectively with customers and colleagues.
  • Process Management Experience: Experience in managing processes.
  • Time Management: Prioritise tasks effectively.
  • Attention to Detail: Maintain accuracy in administrative tasks.
  • Multitasking Ability: Juggle multiple responsibilities simultaneously.

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