Customer Service Agent

Main Duties & Responsibilities

Take incoming calls and manage the customer experience by answering questions, scheduling deliveries, generating sales referrals, addressing concerns while delivering excellent customer service

Manage inbound queries received through email, live chat, social media and

Offer support to the different departments within the organisation when required

Maintain accurate and up to date records for all customer databases

Update customers on their order requests and/or connect them with the appropriate stakeholder

Provide dispatch and delivery information to existing web-orders and address any concerns about delivery and dispatch Assist customers with concerns on order fulfilment, service requests, installations, and any concerns they have during the course of their experience.

Process orders and conduct fraud checks

Act accordingly as an Ambassador for DID Electrical and their affiliates

Handle customer feedback and complaints assigned to you, and escalate to line manager where applicable

Create a welcoming atmosphere to our customers over the phone and maintain a polite professional manner in written correspondence to customers

Gather information for sales leads and assist in the development of the departments outbound sales strategy

Manage publicly available DID mailboxes

Identify attempts to defraud the company through coercion and social engineering

Any duties assigned by your line manager to ensure the efficient function of the customer service team

Essential Experience Criteria

The right candidate will have experience in and must be able to show:

Excellent telephone manner. You will be part of a team that are the first point of contact for all telephone customers

Experience in a customer service environment.

An ability to identify outstanding customer service and opportunities to improve problem areas

Flexibility with a positive attitude to meet team objectives

Be organised, professional, and able to work on own initiative

Experience with Apple products and service - any Apple sales or certification a bonus

Organisational skills with the ability to prioritise workloads, multi-task, and apply consistent attention to detail is essential.

Job Description

Customer Service Agent

Contract Type: Full Time,

Office-Based Location: DID/Select HQ, Fonthill Retail Park