Overview
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. The Group has specialist divisions including Heating, Plumbing, Insulation, Paving and Decking, further enhancing our product offering and expertise. Our online platforms www.tjomahony.ie, www.handyhardware.ie and www.outdoorandfishing.ie contribute to revenue growth, with tjomahony.ie delivering significant online growth for customers on site, at home or on the go.
Job Title
Online Customer Service Executive - Maternity Cover
Job Purpose
Manage day-to-day online orders and fulfilment of Handy Hardware. Manage group-wide online customer enquiries through channels such as phone, email, live chat, and online review platforms.
Responsibilities
* Address customer reviews on all online platforms, liaising with Branch Managers on review details and providing customer feedback.
* Drive Handy Hardware customer retention and growth.
* Oversee 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 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 issues are promptly and effectively resolved.
* Monitor KPIs such as resolution time, customer satisfaction scores and first-contact resolution rates.
* Respond to customer enquiries via Live chat.
* Stay updated with new product features, industry trends and support best practices.
* Participate in continuous training to enhance soft and technical skills.
* Ensure all customer interactions comply with company policies, procedures and standards.
* Uphold data privacy regulations and safeguard customer information.
* Other duties as assigned in alignment 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 demeanor with all customers.
* Excellent time management and ability to multitask.
* IT proficiency: Outlook, Word, Excel.
Hours
39 hours per week (Monday - Friday).
Job Type
Maternity Cover
Location
TJ O\'Mahony Arklow
HPC Sales Ltd. is an equal opportunities employer.
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