Job Description: Customer Service Agent
Contract Type: Seasonal, Full Time, Office-Based
Location: DID/Select HQ, Fonthill
Reporting to: Executive Relations Management Team
Main Duties & Responsibilities
* Take incoming calls and manage the customer experience by answering questions, scheduling deliveries, generating sales referrals, addressing concerns while delivering excellent customer service
* Manage inbound queries received through email, live chat, social media
* Offer support to the different departments within the organisation when required
* Maintain accurate and up to date records for all customer databases
* Update customers on their order requests and/or connect them with the appropriate stakeholder
* Provide dispatch and delivery information to existing web-orders and address any concerns about delivery and dispatch
* Assist customers with concerns on order fulfilment, service requests, installations, and any concerns they have during the course of their experience
* Process orders and conduct fraud checks
* Act accordingly as an Ambassador for DID Electrical and their affiliates
* Handle customer feedback and complaints assigned to you, and escalation to line manager where applicable
* Create a welcoming atmosphere to our customers over the phone and maintain a polite professional manner in written correspondence to customers
* Gather information for sales leads and assist in the development of the departments outbound sales strategy
* Manage publicly available DID mailboxes
* Identify attempts to defraud the company through coercion and social engineering
* Any duties assigned by your line manager to ensure the efficient function of the customer service team
Essential Experience Criteria
* Excellent telephone manner. You will be part of a team that are the first point of contact for all telephone customers
* Experience in a customer service environment.
* An ability to identify outstanding customer service and opportunities to improve problem areas
* Flexibility with a positive attitude to meet team objectives
* Be organised, professional, and able to work on own initiative
* Experience with Apple products and service - any Apple sales or certification a bonus
* Organisational skills with the ability to prioritise workloads, multi-task, and apply consistent attention to detail is essential.
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