Tile Merchant is seeking a dedicated and customer-focused Phone Customer Service Agent to join our dynamic and fast-paced contact centre. At Tile Merchant, delivering an exceptional customer experience is at the heart of everything we do, and we're looking for someone who shares that passion.
In this role, you'll be the first point of contact for both residential and trade customers, handling incoming calls, emails, and live chats with professionalism and care. You'll also support the wider team by contributing to the continuous improvement of our service, resolving issues efficiently, and ensuring every customer interaction reflects our commitment to quality.
To succeed in this role, you'll need excellent communication skills, a calm and confident phone manner, and the ability to work collaboratively in a team-focused environment.
About Tile Merchant
Tile Merchant is Ireland's leading supplier of surfaces including tiles, paving, wood flooring, wall panels, artificial grass, and more. We proudly serve both residential and trade customers with a focus on high-quality products and outstanding customer support.
Key Responsibilities
* Provide outstanding customer service via phone
* Assist customers with queries regarding products, orders, deliveries, and returns
Process online orders and manage payment reconciliation (PayPal, Stripe)
* Handle online refunds in a timely and accurate manner
* Support team members to maintain high standards of service and communication
* Collaborate with the customer service manager on monitoring and improving key performance metrics such as response time and customer satisfaction
Your Profile
* Minimum 1 year of experience in a similar phone-based customer service role
* Excellent verbal and written communication skills
* Professional telephone manner and a friendly, confident approach
* Strong customer focus with the ability to resolve queries and complaints effectively
* Comfortable working in a fast-paced environment with a high volume of calls
* IT proficient, with experience using CRM systems, telephony platforms, and online order systems
* Proactive, adaptable, and eager to contribute to team success
A passion for home design or interior décor is a plus, but not required
What We Offer
* Salary from €30,000 per year + targeted commission structure
* Full-time, office-based role (Ballymount – Dockrells Complex, Dublin 24)
* Monday to Friday schedule
* Staff discount on all Tile Merchant products
* Supportive and professional team environment
* Opportunities for professional development and advancement
PLEASE NOTE: This is a full-time office-based role. Remote work is not available.
Start Date: Immediate start preferred.
Job Type: Full-time
Pay: From €30,000.00 per year
Benefits:
* Employee discount
* On-site parking
Experience:
* Customer service: 1 year (preferred)
Language:
* English (required)
Work authorisation:
* Ireland (required)
Work Location: In person