Customer Service Agent - Newbridge Co. Kildare

Michael Murphy & Co; Newbridge; Remote; EUR 32,000 - 42,000; Full time

Job summary

Murphy Home is seeking a Customer Service Agent to support six stores nationwide and the Warehouse & Logistics operations. You will be the first point of contact, delivering world-class service, handling calls, processing payments, and ensuring deliveries and service issues are managed efficiently.

The ideal candidate has 2+ years in administration or call center roles, a flexible schedule including weekends/holidays, and strong communication and IT skills.

Qualifications

• 2+ years of experience in an administration or call center role.
• The ability and willingness to work a flexible retail schedule which includes weekdays, weekends and bank holidays.
• Good customer service and problem-solving skills.
• Strong verbal and written communication skills.
• Strong IT skills and a willingness to learn new sales software programs.

Responsibilities

• Answer system directed calls in a timely manner.
• Document all call information according to company procedure.
• Manage and resolve customer complaints.
• Provide customers with product and service information (e.g., delivery information).
• Update customer accounts with emails, resolutions, important information.
• Process payments and ensure payments are assigned to customer details on the system.
• Log all payments and receipts.
• Ensure deliveries are booked correctly.
• Monitor and answer shared customer service email.
• Develop and maintain knowledge of the company’s products.
• Support delivery teams with any service issues.
• Generate replacement orders for customers.
• Book service calls on the system for technicians with accurate information.

Skills

Customer service

Problem solving

Verbal communication

Written communication

IT skills

Tools

Sales software

Job description

About Murphy Home:

Established in 1974, Murphy Home (previously Michael Murphy Home Furnishing) is Ireland’s leading independent, family-owned furniture retailer. With six stores nationwide and a strong, award-winning online presence, Murphy Home offers a curated range of quality furniture and home accessories designed to bring style and comfort to Irish homes.

Job Summary

Our Call Centre is an important part of our business, supporting the operation of our 6 nationwide stores as well as our Warehouse & Logistics operations. In addition, our Call Centre is the point of contact for all of our customers. The main responsibility of a Customer Service Agent is to consistently deliver a world-class service for our customers.

Job Description:

Answer system directed calls in a timely manner

Adhere to and strive to meet KPI-3% Abandoned Call rate

Ensure Breaks/Lunches are signed out for correctly on GoTo to allow for calls to be directed correctly

Document all call information according to company procedure.

Manage and resolve customer complaints

Pass all relevant complaints to the appropriate Manager

Provide customers with product and service information. (ie. Delivery information)

Updating customer accounts with emails, resolution, important information

Action Delayed Lists as distributed by management team

Updating customers on the status of their order

Ensure all Follow up needed is noted

Check off all follow up in allocated time

Process payments

Ensure payments are assigned to Customer details on system

Log all Payments and Receipts

Ensure Deliveries are booked correctly

Monitor and answer shared Customer Service Email

Develop and Maintain a knowledge of the company’s products

Support Delivery Teams with any Service Issues they face in their working day

Generating Replacement Orders for customers

Book Service Calls on The system for Technicians-Ensuring all correct information is provided so the department can carry out their role efficiently

Interact with cross over departments in a polite, speedy and informative manner

When raising Sales Order ensure all correct information Is given/input on the system

Qualifications and Skills:

2+ years of experience in an administration or call center role (preferred but not essential).

The ability and willingness to work a flexible retail schedule which includes weekdays, and weekends, and bank holidays is required.

Good customer service and problem-solving skills.

Strong verbal and written communication skills.

Strong IT skills and a willingness to lean new sales software program's.

Why Join the Murphy HomeTeam?

We’re fun and have a positive work environment

Family run team spirit

Culture of developing and promoting from within the company.