Customer Service Agent

DID Electrical; Lucan; On-site; EUR 30,000 - 40,000; Full time

Job summary

DID Electrical, a leading Irish company, seeks a Customer Service Agent at their Fonthill HQ in Dublin. The ideal candidate will deliver exceptional customer experiences across phone, email, and social media, assisting with inquiries, order management, and feedback resolution.

Qualifications include a minimum of one year in customer service, excellent communication skills, and a problem-solving mindset. Join a passionate team that values customer satisfaction as its core mission.

Qualifications

• Minimum of 1 year of experience in a fast-paced customer service environment.
• Excellent telephone manner and professional writing style.
• Ability to deliver outstanding service and identify improvements.

Responsibilities

• Provide professional customer service across all channels.
• Resolve customer queries and assist with deliveries and service requests.
• Manage customer feedback and collaborate with internal departments.

Skills

Communication Skills

Problem-Solving Mindset

Organisation

Experience in customer service

Job description

• Location:DID/Select HQ, Fonthill, Dublin
• Contract Type:Full-Time, Office-Based
• Reporting to:Customer Service Team Lead

About DID Electrical

For over 50 years, DID Electrical has been at the heart of Irish homes, delivering top‑tier technology, appliances, and unbeatable customer service. As an Irish owned business, our customers are at the core of everything we do. We are looking for an enthusiastic, driven, and empathetic Customer Service Agent to join our team at the Fonthill HQ.

Main Duties & Responsibilities

Customer Experience & Support

• Be the Voice of DID:Deliver a welcoming, helpful, and professional experience across all inbound channels, including phone, email, live chat, and social media.
• Query Resolution:Assist customers with order fulfillment, delivery and dispatch updates, service requests, installations, and general inquiries.
• Feedback Management:Handle customer feedback and complaints with empathy and efficiency, escalating complex cases to your line manager when necessary.
• Cross‑Department Collaboration:Support various internal departments to ensure a unified and efficient service delivery.

Operations & Administration

• Order Management:Process web orders, handle scheduling for deliveries, and maintain accurate, up‑to‑date customer databases.
• Mailbox Management:Oversee and manage publicly available DID mailboxes, ensuring timely responses.
• Customer Support:Follow up for customers with relevant departments & complete all follow up work including issuing solutions to customers.

Commercial Drive

• Sales Support:Identify and gather information for sales leads, assisting in the development of the department’s outbound sales strategy.

Essential Criteria: What We Are Looking For

• Experience:A minimum of 1 year of experience in a fast‑paced customer service environment.
• Communication Skills:An excellent telephone manner and a polite, professional writing style.
• Problem‑Solving Mindset:A proven ability to deliver outstanding service, multi‑task, and identify ways to improve the customer journey.
• Drive & Attitude:A positive, resilient attitude with a strong determination to meet and exceed team objectives.
• Organisation:Exceptionally organised, attentive to detail, and fully capable of prioritising workloads under your own initiative.
• Proficiency in English both spoken & written is essential for this role.