About Michael Murphy Home Furnishing:Established in 1974, Murphy Home (previously Michael Murphy Home Furnishing) is Ireland's leading independent, family-owned furniture retailer. With six stores nationwide and a strong, award-winning online presence, Murphy Home offers a curated range of quality furniture and home accessories designed to bring style and comfort to Irish homes. Job SummaryOur Call Centre is an important part of our business, supporting the operation of our 6 nationwide stores as well as our Warehouse & Logistics operations. In addition, our Call Centre is the point of contact for all of our customers. The main responsibility of a Customer Service Agent is to consistently deliver a world-class service for our customers.Job Description:Answer system directed calls in a timely mannerAdhere to and strive to meet KPI-3% Abandoned Call rateEnsure Breaks/Lunches are signed out for correctly on GoTo to allow for calls to be directed correctlyDocument all call information according to company procedure.Manage and resolve customer complaintsPass all relevant complaints to the appropriate ManagerProvide customers with product and service information. (ie. Delivery information)Updating customer accounts with emails, resolution, important informationRoute calls to appropriate departments.Action Delayed Lists as distributed by management teamUpdating customers on the status of their orderEnsure all Follow up needed is notedCheck off all follow up in allocated timeProcess paymentsEnsure payments are assigned to Customer details on systemLog all Payments and ReceiptsEnsure Deliveries are booked correctlyMonitor and answer shared Customer Service EmailDevelop and Maintain a knowledge of the company's productsSupport Delivery Teams with any Service Issues they face in their working dayGenerating Replacement Orders for customersBook Service Calls on The system for Technicians-Ensuring all correct information is provided so the department can carry out their role efficientlyInteract with cross over departments in a polite, speedy and informative mannerWhen raising Sales Order ensure all correct information Is given/input on the systemMonitor personal orders-Schedule deliveryQualifications and Skills:2+ years of experience in an administration or call center role (preferred but not essential).The ability and willingness to work a flexible retail schedule which includes weekdays, and weekends, and bank holidays is required.Good customer service and problem-solving skills.Strong verbal and written communication skills.Strong IT skills and a willingness to lean new sales software program's.Why Join the Michael Murphy Team?We're fun and have a positive work environmentProvide staff discountsFamily run team spiritCulture of developing and promoting from within the company.