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Customer Service Representative

  • Job reference: 931309
  • Location: Dublin
  • Salary: Negotiable
  • Job type: Permanent
  • Sector: Depot Managers, Transport and Logistics
  • Date posted: 07/07/2020

Key Responsibilities & Accountabilities

  • Responsible for prompt query resolution for all customers - Phone / Email.
  • Responsible for communication of any issues to various internal departments e.g. transport, operations, sales etc.
  • Consistently provide expert customer service to our customer base in a friendly and professional manner.
  • Customer Order processing - needs to have a comprehensive knowledge of pricing and service levels.
  • Completion of PRE-PAY bookings.
  • Educating Customers on online bookings.
  • Provide accurate, valid and complete information by using the right methods/instructions.
  • Responsible for updating internal systems and advising transport / Operations of book ins and/or any other service requirements.
  • To provide a high level 'inbound' customer service response via phone, email e.g. 30-minute turnaround.
  • Maintenance of customer complaints log, tracking issues and create NCR's reporting on customer issues.
  • Process uplift requests - process and send documentation to transport/Operations.
  • Liaising with all Departments & assisting with queries.
  • Follow up queries within agreed timelines to ensure issues are satisfactorily resolved.
  • Furnishing Sales leads to Commercial Office.
  • Company updates example Brexit | New streams example Air Ocean | Bank Holiday transport restrictions example Italy August | Christmas deliveries etc.
  • General Day to Day administrative duties plus additional duties (as the role evolves)


Person Specification

Essential Criteria:

  • Be Customer focused with dedication in your service delivery to meet Customer needs.
  • Ability to maintain positivity when working under pressure, re-prioritising workload where necessary.
  • Be reliable with the ability to multitask and have strong problem-solving skills.
  • Strong attention to detail, accuracy and numeracy.
  • Excellent communication skills both verbal/written with a polite, courteous and professional telephone manner.
  • Strong characteristics & mentality who wants to improve efficiencies and achieve customer excellence.
  • Excellent interpersonal skills with a commitment, hunger and determination to significantly grow the business.
  • Strong analytical and numeracy skills and proficient on working to budgets with a proven track record to demonstrate this.
  • Dynamic & dedicated within proven levels of high conformance & performance.
  • Computer literate including but not limited to Microsoft Office Suite.
  • Positive, 'will do' attitude & ability to work as part of a team.
  • Full comprehension of the English language. (both written & spoken)
  • Successful candidate will need to commercially aware, empathetic (able to diffuse situations) and place great importance on their punctuality when arriving to & leaving from work.

Desirable Criteria:

  • Strong Customer Service Skills.
  • 2+ years customer service experience in a similar role.
  • Strong Communication Skills verbal and written.
  • Ability to prioritize workload and deliver to deadlines.
  • Team Player, flexible and proactively uses own initiative.
  • Completer/Finisher - follow through tasks, queries etc. to completion.

The successful candidate will also be measured on weekly KPI's on three of the objectives outlined below:

  1. Volume & € value of Pre-Pay bookings
  2. Number of customers that have successfully moved to online bookings
  3. Sales leads passed to Commercial office


Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.