ROLE PROFILE

Job Title            Customer Service Executive (12 month contract)

Function            Motion (A Mediahuis Ireland Company)

Location            Dublin; Hybrid (Mon/Wed/Thurs in office)

The ideal candidate

Is an experienced Customer Service Executive passionate about helping customers and be dedicated to the success of Motion, including our 3 brands; Cartell.ie, CarsIreland & Carzone.

Our products and services are aimed at improving the way people buy, sell, own and use cars and therefore you will enjoy working in a collaborative, dynamic environment and thrive on learning something new every day. You are resourceful and a self-motivator who can work on your own initiative and as part of a remote team.

As a Customer Service Executive, you will ensure our business customers and consumers are satisfied and get the most from our products and services. You will achieve this by taking complete ownership of all B2B and B2C queries from first contact to resolution by sharing your passion and product knowledge. Queries may vary from first call resolution i.e. simple requests for information, to more complex or technical support requests that require multiple stakeholders.

In a nutshell you will

• Be the primary contact point for all questions & queries, via phone, Live Chat and e-mail, from internal and external customers.

• Queries may vary from first call resolution i.e. simple requests for information, to more complex or technical support requests that require multiple stakeholders.

• Support our passionate sales team by managing customer issues through to resolution within agreed SLA’s.

• Responsible for order management – New sales orders set ups, Q/A, downgrades, upgrades, new signs and cancellations in our master sales book.

• Resolve relevant payment and account queries.

• Be involved with escalation processes to resolve customer queries and also provide feedback to keep customer informed of progress.

• Improve customer satisfaction levels by exceeding our customers’ expectations, working closely with other internal teams.

• Proactively spot patterns in the frustrations or needs of our customers, seeing where we can change our processes, tools or product to make them happier.

• Keep record of customers and follow-up with them on a timely basis for better customer experience.

Does this sound like you?

• Experience working in a B2B and B2C focused environment with experience handling complex queries.

• Exceptional English verbal and written communication skills.

• Comfortable communicating with customers by phone, email and Live Chat.

• You will get a real satisfaction from resolving queries for a customer and will be able to evidence where you have made or suggested an improvement to a process.

• Proven ability to communicate technical information in an accessible manner to non-technical employees.

• Positive interpersonal, negotiating and influencing skills which will allow you to handle challenging conversations.

• Evidence working towards KPI’s in a fast-paced environment with changing priorities.

• Strong analytical approach; enabling you to investigate and identify root cause of customer issues.

• Superb organisational and prioritising skills.

• Desire to learn and grow your knowledge through a personal commitment to your development.

• Other essential skills required are resilience, empathy and active listening skills.