Customer Care Associate

United Drug; Dublin; On-site; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Promotes teamwork and collaborative •

Job summary

United Drug is Ireland's largest pharmaceutical distribution company and part of the PHOENIX group. This 12-month fixed-term role sits within PHX Ireland's customer care team, handling inquiries by phone, email, and chat, and ensuring orders are placed and tracked accurately through our online system.

You will work cross-functionally to resolve inquiries, contribute to KPIs, and support customers and suppliers with services such as telesales.

Qualifications

• 1–3 years' experience in a Customer Support role.
• Excellent written and verbal communication.
• Ability to multi-task and handle difficult conversations.
• Good working knowledge of email and telephone etiquette, MS Office.
• Results oriented and KPI-focused.

Responsibilities

• Dealing with customers via phone, email, and chat.
• Ensure orders are accurately placed and tracked via our online system.
• Work on multiple products and platforms as required.
• Respond to inquiries regarding order status, accounts, or deliveries.
• Support customers and suppliers on services such as customer support or telesales.
• Provide solutions to problems and assist with cross-functional query resolution.
• Contribute to achieving team KPIs and personal objectives.
• Adhere to product guidelines and organizational policies.

Skills

Interpersonal skills

Professional communication

Team collaboration

Analytical thinking

Multi-tasking

MS Office

Tools

MS Office

Job description

Our people make the difference. Here at PHX Ireland, we strive to be a place for everyone - where each and every one of us can be our true, authentic selves, every single day.

For us, individuality sparks new ideas, shapes new approaches and brings us powerful new perspectives. It's the heartbeat of our innovation, creativity, and success. Which is why, at PHX Ireland, we don't just embrace our differences - we celebrate them.

Across United Drug, McCabes Pharmacy, and TCP Homecare, in every location and every role, the way we work makes us who we are - and that's something we are really proud of. Which is why we've summed up our ethos in our six PHX Ireland values; Customer focused, Quality driven, collaborative, ambitious, innovative, and inclusive.

This is a 12 month fixed term contract.

Responsibilities:

• Dealing with customer via phone, email, and chat
• Work with customers ensuring orders is accurately placed and tracked via our online system.
• Work on multiple products and platforms as required
• Respond to customer's inquiries regarding status of orders, account, or delivery queries.
• Support Customers and Supplier on all services such as customer support or telesales activities
• Support customers with any problems/difficulties and provide possible solutions.
• Work cross functionally to ensure customer queries are resolved in a timely manner.
• Awareness of team KPIs and how individual performance contributes to it.
• Consistent achievement of personal objectives.
• Work within product guidelines and restrictions
• Adherence to organizational policies and procedures
• Promote and contribute towards teamwork and collaboration, contributing towards a positive work environment.
• Work within and support the team to resolve customer queries

Competencies and scope of work:

• Demonstrates competence in Customer Care roles
• Ability to work with moderate guidance in area of knowledge
• Full application of standard policies and procedures may still need guidance in complex situations.
• Provides resolutions to an assortment of standard problems.
• Ability to exercise judgement within defined practices and procedures
• Complex cases are predominantly escalated to senior team members or the Manager.
• Work under supervision and follows established procedures.
• Work is largely assigned

Requirements:

• Minimum of 1-3 years' experience in Customer Support Role.
• Good interpersonal skills and an ability to converse professionally and confidently with customers and colleagues.
• Results oriented and committed to achieving team KPIs
• Collaborative and team player is critical to this role.
• Proven experience in evaluating and mitigating risks
• Excellent written and verbal communication
• Ability to multi-task and handle difficult conversations
• Analytical thinker and problem solver
• Good working knowledge of email and telephone etiquette, MS office product suite

About United Drug

United Drug is Ireland's largest pharmaceutical distribution company and was originally founded by a group of pharmacists in Ballina, Mayo in 1948. In 2022 United Drug became part of the PHOENIX group and is now part of Europe's leading healthcare provider in the sector. Employing more than 650 staff across operations in Dublin, Limerick and Mayo, we partner with more than 1,900 pharmacies, hospitals, clinics and primary care centres across Ireland. The business spans across three business units; United Drug Wholesale, United Drug Distribution and United Drug Consumer - all leaders in their category.

About PHX Ireland & PHOENIX Group

As Ireland's leading fully integrated healthcare provider, we are proud of our mission - We deliver health.

PHX Ireland Group employs over 1,800 talented and experienced people, all passionate about supporting their customers and patients and striving to enhance the quality of life for millions of patients every single day.

We operate 5 distribution centres, pharmacies nationwide, deliver over 85 million packs to Irish pharmacies and hospitals, and serve over 500,000 patients each year.

By working collaboratively together to provide these solutions, PHX Ireland can enable a sustainable healthcare system and support Irish Healthcare needs.

PHX Ireland is part of the PHOENIX group. Having access to Europe's leading healthcare provider helps us grow and evolve, by adopting best practice, and sharing insights, processes, and expertise we can continuously improve our offering and drive Irish Healthcare forward.

We strive to foster an open and inclusive environment, embracing applications from individuals of all backgrounds. Our commitment lies in ensuring an accessible interview process for all candidates. If you require additional support or accommodations to attend an interview, we kindly encourage you to reach out to [e-mail]