Customer Service Agent - Newbridge Co. Kildare

About Murphy Home

Established in 1974, Murphy Home (previously Michael Murphy Home Furnishing) is Ireland's leading independent, family owned furniture retailer. With six stores nationwide and a strong, award winning online presence, Murphy Home offers a curated range of quality furniture and home accessories designed to bring style and comfort to Irish homes.

Job Summary

Our Call Centre is an important part of our business, supporting the operation of our 6 nationwide stores as well as our Warehouse & Logistics operations. In addition, our Call Centre is the point of contact for all of our customers. The main responsibility of a Customer Service Agent is to consistently deliver a world class service for our customers.

Job Description

• Answer system directed calls in a timely manner
• Adhere to and strive to meet KPI-3% Abandoned Call rate
• Ensure Breaks/Lunches are signed out for correctly on GoTo to allow for calls to be directed correctly
• Document all call information according to company procedure
• Manage and resolve customer complaints
• Pass all relevant complaints to the appropriate Manager
• Provide customers with product and service information (e.g. Delivery information)
• Update customer accounts with emails, resolution and important information
• Route calls to appropriate departments
• Action Delayed Lists as distributed by management team
• Update customers on the status of their order
• Ensure all follow up needed is noted
• Check off all follow up in allocated time
• Process payments
• Ensure payments are assigned to Customer details in the system
• Log all Payments and Receipts
• Ensure Deliveries are booked correctly
• Monitor and answer shared Customer Service Email
• Develop and maintain a knowledge of the company's products
• Support Delivery Teams with any Service Issues they face in their working day
• Generate Replacement Orders for customers
• Book Service Calls on The system for Technicians - ensuring all correct information is provided so the department can carry out their role efficiently
• Interact with cross over departments in a polite, speedy and informative manner
• When raising Sales Order ensure all correct information is given/input on the system
• Monitor personal orders - schedule delivery

Qualifications and Skills

• 2+ years of experience in an administration or call center role (preferred but not essential)
• The ability and willingness to work a flexible retail schedule which includes weekdays, weekends and bank holidays is required
• Good customer service and problem solving skills
• Strong verbal and written communication skills
• Strong IT skills and a willingness to learn new sales software programs

Why Join the Murphy HomeTeam?

• We're fun and have a positive work environment
• Provide staff discounts
• Family run team spirit
• Culture of developing and promoting from within the company