Customer support & E-Commerce

Job Overview

Customer Support Agent - eCommerce

We are seeking an ambitious, enthusiastic, and driven candidate to join our growing online team. The ideal person will have excellent IT skills and the drive to always provide exceptional customer service, with the strong attention to detail required to carry out the associated administrative duties of the role to a high standard.

This is a fantastic opportunity to join a vibrant and hugely ambitious company, recently named in the Top 5 Electrical & Technology Websites in Ireland, that works with some leading home appliance and electronics brands, and is looking to position ElectroCity.ie as one of the leading online Electrical retailers in Ireland.

What you'll be doing:

  • You'll be the face of the online team for our customers, the first point of contact for the wide range of customer queries that arise, primarily through phone support, email and live chat and take responsibility for processing each issue through to a satisfactory conclusion
  • Daily order management and dealing with order issues as they arise. Working with the fulfilment and logistics teams, and our suppliers, to ensure all orders are delivered to our agreed lead time and additional services arranged, such as Click and Collect, Express Delivery and installations
  • Manage our customer support portals and help centre (Zohodesk & Zendesk) and keep the order management system up to date in relation to unfulfilled or delayed orders
  • Liaising directly with customers in relation to delayed orders and any stock issues that may arise, finding alternatives where applicable to complete orders
  • You'll work with the warehouse team to manage online returns, repairs and after sales service queries as they arise, ensuring we are following the specific supplier processes and ensure the rights of the customer in relation to returns are upheld at all times
  • Work closely with the rest of the online team to ensure the team are aware of customer feedback and any consistent customer queries, so steps can be taken to improve both online content and customer communication
  • Prepare and manage sales quotes received to our customer support portal and advise of additional services where applicable
  • Manage and report on all key customer support metrics daily, weekly and monthly and keep improving our customer review score

What you'll bring to the table:

  • Diploma or degree level education is desirable, but not essential
  • Previous customer support experience is essential, previous experience of working with an eCommerce retailer desirable but not essential
  • High standards of accuracy and attention to detail, and excellent problem-solving, organizational skills and ability to work with a team are essential for this role
  • Analytical with strong strategic approach and willing to learn
  • The ability to identify and escalate priority issues and remain calm, polite and work effectively under pressure
  • Thrives in a dynamic, fast-paced work environment. Self-starter, able to work under own initiative and get things done
  • Excellent communication skills, written and verbal. Confident & engaging
  • A genuine passion for online selling and the ability to go the extra mile providing the highest level of customer support

What you'll get in return

  • The opportunity to wear many hats, gain versatile skills, and be part of a high-energy, high-impact team.
  • The freedom to pave your own career path and accelerate your growth in an organization that is growing and committed to best-in-class customer service
  • Full training of internal processes provided
  • Additional Education & Training supports for personal growth and continuous development, including product seminars, customer support webinars and eCommerce conferences
  • A full-time position based in our online office in Hanover Retail Park Carlow - hours are rostered for a 5-day week across Monday to Saturday

Apply Today

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