Customer Support Administrator

Controlled Environments Company (CEC); Ireland; On-site; EUR 32,000 - 42,000; Full time

Job summary

Controlled Environments Company (CEC) in Dublin 15 is seeking a Customer Support Administrator to maintain service levels and support domestic and international customers.

You will develop strong relationships, process customer purchase orders and inquiries by phone and email, manage enquiries, upsell where appropriate, and collaborate with colleagues to ensure the highest level of customer service while staying up to date on product knowledge.

Qualifications

• Experience in customer support or similar roles in a technical or industrial setting.
• Strong commitment to delivering first-class customer service.
• Experience with multinational organisations preferred.
• Ability to identify customer needs and ensure satisfaction with every enquiry.
• Confidently discuss product benefits and features.
• Excellent communication, organisational and administrative skills.
• Willingness to embrace new ideas and initiatives.
• Proactive problem-solving approach and initiative to propose solutions.
• Experience with Microsoft Office (Outlook, Word, Excel).
• Experience using an ERP system (e.g., SAP) beneficial.

Responsibilities

• Develop good business relationships with new and existing customers.
• Process customer purchase orders and enquiries by phone and email.
• Manage and respond to customer enquiries by phone and email.
• Identify opportunities to increase business and upsell to customers.
• Inform customers on the technical benefits of our products.
• Support external colleagues to ensure a high level of customer service.
• Document and escalate customer issues or trends through appropriate channels.
• Stay up to date on product knowledge and offerings.
• Prepare weekly and monthly reporting as required.

Skills

Customer service

Multinational experience

Communication

Administration

Microsoft Office

ERP (SAP)

Tools

SAP

ERP system

Job description

Customer Support Administrator Job Profile

Controlled Environments Company (CEC) is a single source supplier and solutions provider to customers operating in critically clean and controlled environments. We are currently recruiting for an Customer Support Administrator, to work at our office in Dublin 15. The successful candidate will play a critical role in maintaining service level and providing support to important domestic and international customers.

Responsibilities

• Develop good business relationships with new and existing customers.
• Processing customer purchase orders and enquiries by both phone and email.
• Manage and process customer enquiries by both phone and email.
• Increase business by maximising sales and upselling to the customer
• Inform customers on the technical benefits of our products.
• Work and support external client facing colleagues to ensure high level of customer service.
• Recognise, document, and elevate customer issues or trends following appropriate communication and escalation channels where required.
• Stay up to date on product knowledge and our customer offerings.
• Weekly & Monthly reporting as required.

Skills & Experience

• Experience working in a similar role and/or industry.
• Passion for delivering first class customer service to customers.
• Experience working with multinational organisations would be preferred.
• Ability to identify customer needs and ensure customer satisfaction with every enquiry.
• Confidence to discuss the benefits and features of our products.
• Good communication, organisational and administration skills.
• Ability to embrace new ideas / initiatives when they arise.
• Flexible and Pro-active attitude.
• Ability to identify problems before they arise and the initiative to come up with solutions.
• Experience working with Microsoft Office package such as Outlook, Word, Excel.
• Previous experience using an ERP system e.g., SAP would be beneficial.