Customer Services Assistant

Job Title: Customer Services Assistant

Department: Transport Operations

Reports To: Operations Manager

Location: Lusk, Co. Dublin

Purpose of the Role

We are seeking a dedicated and customer-focused Customer Service Representative to join our dynamic team. As a key member of our customer service department, you will be responsible for providing exceptional service to our clients and ensuring their transportation needs are met efficiently and effectively.

Hours of work: 11am 7pm Monday to Friday with 1 in 3 weekends 8am 4pm. Days off in lieu given for weekend.

Duties and Responsibilities

• Customer Interaction: Handle inbound and outbound customer inquiries via phone, email, and chat, providing timely and accurate information about our services.
• Problem Resolution: Address and resolve customer complaints and issues promptly, ensuring customer satisfaction and retention.
• Booking and Scheduling: Assist customers with booking and scheduling transportation services, including making changes and cancellations as needed.
• Data Management: Maintain accurate records of customer interactions, transactions, and feedback in our CRM system.
• Collaboration: Work closely with other departments, such as operations and logistics, to ensure seamless service delivery.
• Feedback Collection: Gather and report customer feedback to help improve our services and customer experience.
• Policy Adherence: Ensure compliance with company policies, procedures, and regulatory requirements.

Knowledge, skills and experience required

Education: High school diploma or equivalent; additional qualifications in customer service or related fields are a plus.

Experience: Previous experience in a customer service role, preferably in the transport or logistics industry.

Skills:

Excellent communication and interpersonal skills. Strong problem-solving abilities and a customer-centric approach. Proficiency in using CRM software and other customer service tools. Ability to multitask and manage time effectively. Attention to detail and accuracy in data entry.