Online Customer Service Executive – Maternity Cover

2 days ago

Dublin, Dublin City, Ireland T J O'Mahony Full time

HPC (Home Project Centre) Group is a 100% privately owned Irish business providing a comprehensive range of building materials and DIY products to the construction industry and DIY trade.
Operating under well-established trading names, TJ O' Mahony and PH Ross, we currently trade from 19 Branches nationwide with a turnover of + €155m.
In addition, the Group has specialist divisions including - Heating, Plumbing, Insulation, Paving and Decking, further enhancing our product offering and expertise.The Groups current online e-commerce platforms , and have become important contributors to the revenue growth for the Group.
In particular, our main e-commerce platform, has seen exponential growth enhancing our online shopping store platform, making it easier than ever for customers to shop for thousands of products, whether on a construction site, at home or on the go.
Job Title: Online Customer Service Executive - Maternity CoverJob Purpose: Manage the day to day online orders and fulfilment of Handy Hardware.
Also, managing Groupwide online customer enquiries through various channels such as phone calls, emails, live chats, online customer review platforms.Duties and Responsibilities: Address customer reviews received on all online review platforms, liaising with Branch Managers on specific details of the reviews and providing customer feedback.
Handy Hardware customer retention and growth.
Handy Hardware stock management and order fulfilment.
Provide timely and accurate information regarding products and services.
Diagnose and troubleshoot technical issues to provide quick solutions.
Resolve customer complaints within the agreed service level agreements.
Escalate unresolved issues to the appropriate internal team member.
Record and manage customer accounts through CRM systems.
Enhance the customer experience and maintain a positive relationship between the customer and the business.
Ensure that issues are promptly and effectively resolved.
Monitoring key performance indicators (KPIs) such as resolution time, customer satisfaction scores and first-contact resolution rates.
Respond to any customer enquiries through Live chat.
Stay updated with new product features, industry trends and support best practices.
Participate in continuous training sessions to enhance soft and technical skills.
Ensuring all customer interactions comply with company policies, procedures and standards.
Uphold data privacy regulations and safeguard customer information.
Other duties as assigned in accordance with business needs.Requirements: Excellent communication skills, written and verbal.
Ability to convey information clearly and concisely.
Strong customer centric approach.
Active listening skills to fully understand customer issues and concerns.
Strong analytical abilities to diagnose problems rapidly.
Proactive approach to resolve issues efficiently Proficient with customer relationship management (CRM) software.
Maintain a calm and positive demeanour with all customers.
Excellent time management and ability to multitask.
IT Proficiency, Outlook, Word, Excel.
Hours: 39 Hours (Monday - Friday)Job Type: Maternity CoverLocation: Ballymount, Co.
Dublin HPC Sales Ltd. is an equal opportunities employer.

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