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Customer Service Executive

3 months ago

Dublin, Ireland Culligan Water Ireland Full time

SUMMARY:

Only Applicants must reside in the Dublin or surrounding areas

Customer Support are seeking career minded, ambitious, approachable and enthusiastic individuals, who are confident in liaising with customers to join our diverse team You will be providing first point contact for all of our customers, delivering a first-class customer experience via telephone, email and live chat. We look after all aspects of our customer’s needs, from placing water orders right through to resigning customer contracts along with inside sales and retention of customer accounts.

Responsible for ensuring KPI’s are achieved in Calls made, Leads/Opportunity Targets within CRM, Sales & Profitability Targets are achieved and customer satisfaction improvement targets are met in alignment with our Growth Plan and product family strategy.

The Effortless Experience is at the heart of everything we do and we are constantly looking for new ways to improve the customer journey whenever they interact with us

Hours of work - Monday - Friday 9am - 5pm

CORE ROLE & RESPONSIBILITIES OF CUSTOMER SUPPORT EXECUTIVE:

  • Handle customer issues, queries and orders on a daily a basis
  • Manage large volumes of inbound calls and emails in a timely manner and in line with business SLAs
  • Provide first point customer resolution
  • Identify and understand customer needs, clarify information and provide solutions or alternatives
  • Build relationships by providing outstanding customer service improving the customer journey
  • Ensure all calls and emails are handled professionally, accurately and in an efficient manner
  • Responsible for driving Consumable Products growth (new and existing customers) within their geography
  • Responsible for executing the Growth Plan within their team ensuring alignment to wider business objectives
  • Responsible for accurate and timely setup of all customer accounts
  • Responsible for supporting your team and line manager in delivery of business objectives
  • Work closely with the necessary operational teams and the customer to ensure effective and efficient delivery of Products and retention SLAs
  • Responsible for accurate updating of our CRM with key information to enable successful and accurate measurement of Targets and tracking of all mandatory KPIs
  • Responsible for personal compliance with and suggesting improvements to the end to end joining process, policies and procedures

Requirements

QUALIFICATIONS, SKILLS & KNOWLEDGE REQUIREMENTS OF CUSTOMER SUPPORT EXECUTIVE:

Essential:

  • Ability to handle a range of priorities
  • Demonstrate commercial awareness
  • Demonstrate good oral and written communication skills
  • Demonstrate competence in using Microsoft Office tools
  • A proven track record of providing good customer service
  • Demonstrate ability to consistently achieve targets

Desirable:

  • Customer Service/Telesales Experience
  • Experience of working well independently and as part of a team
  • Knowledge and demonstrated skills in utilising a CRM effectively
  • Experience in the company’s product range and USP’s

Additional Information:

  • Responsible for suggesting improvements to joining processes
  • Responsible for a geography that may be amended from time to time

Benefits

  • Monday - Friday Days working pattern
  • 23 days' holiday + Bank Holidays - increasing with long service
  • Company Pension scheme
  • Company Sick Pay (after qualifying period)
  • Shopping discounts with Perks at Work
  • 24 hours access to Employee Assistance Programme
  • Volunteering Day
  • Employee support network and mental health assistance
  • Opportunity for career progression

Who are we?

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers, while minimizing the impact on the environment.