Customer Service Executive 

Job Share, Fixed term Contract (April 2021-December 2021)

ROLE TITLE:  
Customer Service Executive – Job Share, Fixed term Contract (April 2021-December 2021)

PURPOSE:
This role exists to deliver ever improving efficient and effective service to Folens customers ensuring the best possible Customer Experience.

REPORTS TO:
Customer Service Team Leader

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Strategy:

  • To support Customer Service and Field Sales teams and provide positive experiences for our customers.

 

Functional:

  • To support & advise all customers over phone, Internet chat and email, and deliver exceptional customer experiences for both digital and printed products.
  • To support the Field Sales team by providing technical and logistical support to ensure exceptional customer experiences for both digital and printed products.
  • To process customers’ orders over the phone and email to ensure good delivery outcomes.
  • To possess good attention to detail to help keep customer data and information accurate and up to date, across a variety of different systems and processes.
  • To help build sustainable customer relationships, by providing best in class support, for all products across all channels.
  • To employ good problem-solving skills to deliver better outcomes for customers.
  • To be able to work with a variety of departments across the business to deliver positive outcomes for customers.
  • To be able to quickly adapt to new business systems and processes and become a functional member of the Customer Services team

 

Accountability in Leadership and Teamwork:

  • Work effectively with Customer Service Team, Field Sales Team, Accounts & wider business to resolve issues & maximise opportunities.
  • Also, to work effectively with Job Sharing candidate

 

KEY RELATIONSHIPS

  • CS Team Leader
  • CS team
  • Field Sales Team
  • Literacy Sales Team
  • Accounts


 

SUCCESS FACTORS

  • Service levels – phone and email responses within SLAs
  • Customer Satisfaction scores
  • Relationships with customers
  • Field Sales relationships
  • CRM data accuracy and completeness

 

COMPETENCIES:

  • Customer Focused - the ability to understand customer needs and resolve their queries
  • Listening Skills – being able to really listen and respond to customers
  • Can do attitude
  • Sales and service capabilities for both digital and printed books via phone, email and internet chat
  • Pro-active, self-motivated, process & results orientated in customer centric manner
  • Have a good eye for detail
  • Be adaptable to help address customer’s needs

 

QUALIFICATIONS/EXPERIENCE:
Must have (essentials)

  • Relevant qualification in office administration or other third level business-based qualification or experience in a similar role for at least 2 years
  • Relevant experience in supporting digital software products in a business to customer role for at least 2 years would be ideal or experience of working in a digital office environment with a good functional understanding of computer systems and software
  • Professional and friendly manner for telephone & email
  • Good keyboard skills and an ability to talk people through issues and resolutions with skill and pace 
  • Good problem-solving skills
  • Good communication and interpersonal skills
  • Highly proficient in spoken and written English

 

You need to be able to demonstrate

  • Good time management and organisational skills to manage your workload with Job Share is key
  • Be able to work to deadlines
  • Multi-task and work on multiple tasks, systems, projects and platforms
  • Adapt, work flexibly and manage own workload through to completion
  • Handle complaints promptly and remain professional

 

Desirable as a bonus

  • Experience in supporting technical products or software would be very beneficial.
  • CRM / ERP experience (MS Dynamics Navision & CRM in particular) 
  • Experience in customer sales or support
  • Experience in an office environment
  • Experience in using multiple platforms/software packages
  • An interest in digital products and software

 

Key information

  • This is a Job-Sharing role and to operate on Monday and Tuesday, 9-5, weekly for a fixed term contract from April to December 2021.
  • Full training is provided as part of the role.
  • This role is based at Folens HQ in Tallaght and will also require remote working from home while Government restrictions are in place.
  • Flexibility in terms of being able to work additional hours during busier time may also be required.
  • If you have any further queries, please contact Folens HR on careers@folens.ie