Customer Service Representative

Tedcastles Oil Products Ltd.; Galway; Hybride; EUR 28 000 - 36 000; Plein temps

Résumé du poste

Top Oil in Galway is seeking a Customer Service Representative to handle inbound/outbound calls, perform telesales and customer care, and coordinate with reps and drivers to ensure excellent service.

The role focuses on maintaining customer relationships, processing orders, and supporting credit control activities while promoting upsell opportunities across the West region.

Qualifications

• Minimum 2 years’ experience in a customer focused role.
• Proven ability to meet and exceed targets.
• Experience of working in a telesales environment.
• It skills – proficient in Microsoft Excel.
• Customer service focused, proactive and enthusiastic.
• Organisational and time management skills are essential.
• Being courteous, professional and persistent.

Responsabilités

• Answer inbound and outbound domestic calls as the first point of contact.
• Provide telesales support and exceptional customer care.
• Coordinate with reps and drivers to ensure smooth service.
• Assist with credit control phone calls and collections.
• Maintain accurate customer data and order entry.
• Follow up with new and existing customers to drive upsell and growth.
• Carry out ad hoc administration to support the depot.

Connaissances

Customer service

Telesales experience

Communication

Organisation & time management

Professionalism

Outils

Microsoft Excel

Description du poste

Top Oil has a vacancy for a Customer Service Representative. The role is based in Galway, with responsibility for managing and supporting operations/calls throughout the West region.

Primary Purpose of the Role:

To assist in the smooth running of the depot on a day-to-day basis by working primarily on the telephone on both inbound and outbound domestic calls. Responsibilities will include telesales and customer care, involvement in credit control phone calls and co-ordination with reps and drivers to ensure excellent customer service in all areas of the sale.

Customers

• First point of contact on the phones ensuring all incoming calls are handled in an efficient manner
• Ensuring that all customer queries are dealt with and resolved
• Maintaining good relations with existing customers
• Database Management
• Ensuring on line order entry is the primary method of order entry
• Setting up new domestic customers while the customer is on the phone ensuring data is accurate and complete
• Checking customer pricing / customer balances while customers are on the phone

Business Generation

• Actively targeting lapsed customers on a daily basis
• Following up on sales calls that aren’t converted first time
• Up selling to all customers in terms of drop size and products
• Actively taking part in initiatives to generate prospects
• Contacting commercial prospects via targeted phone campaigns in order to generate leads to assist the field sales team in increasing market share
• Increasing new customers by a targeted number per month

Credit

• Encouraging customers pay by credit card or COD for their domestic delivery
• Contacting customers by phone on a regular basis to collect outstanding amounts

Account Management

• Follow up with all new customers within one week to complete customer service audit
• Regular contact with key accounts to maintain good relations and create loyalty

Administration

• Carry out administration in relation to customer transactions including sales order entry, customer payments, credit collection
• Carry out cash & stock reconciliations and other admin duties on an as required basis

Other

• To complete ad hoc administration duties as required ensuring the smooth running of the depot

Relationship with other Jobs

• Operate, at all times, in a customer friendly and supportive way with both customers and staff.

Qualifications and Experience Required

• Minimum 2 years’ experience in a customer focused role.
• Proven ability to meet and exceed targets
• Experience of working in within a telesales environment
• IT skills – proficient in Microsoft Excel
• Personal Characteristics, Knowledge & Skills
• Customer Service focused
• Motivated, proactive and enthusiastic
• Organisational and time management skills are essential
• Being courteous, professional and persistent

Top Oil supports a diverse and inclusive work environment and welcomes applications from all qualified applicants.