Customer Resolution Executive

at  Culligan Water Ireland

Customer Support are seeking career minded, ambitious, approachable and enthusiastic individuals, who are confident in liaising with customers to join our diverse team! You will be providing first point contact for all of our customers, delivering a first-class customer experience via email and work que. We look after all aspects of our customer’s needs, from creating accounts right through to dealing with all aspect of account maintenance including accounts receivable.
Responsible for ensuring KPI’s are achieved in tasks completed, Targets within CRM, and KPI’s are achieved and customer satisfaction improvement targets are met in alignment with our Growth Plan
The Effortless Experience is at the heart of everything we do and we are constantly looking for new ways to improve the customer journey whenever they interact with us

Core Role & Responsibilities

• Responsible for accurate and timely setup of all customer accounts
• Maintenance of customer accounts to keep information accurate
• Handle customer issues, queries and orders on a daily a basis
• Manage large volumes of emails and work que tasks in a timely manner and in line with business SLAs
• Provide first point customer resolution
• Identify and understand customer needs, clarify information and provide solutions or alternatives
• Build relationships by providing outstanding customer service improving the customer journey
• Ensure all tasks and emails are handled professionally, accurately and in an efficient manner
• Administer customer accounts details and case notes accurately
• Handle payment and complex disputes and work closely with collections and customer care team
• Collaborate with necessary operational teams to ensure effective resolution of customer queries
• Responsible for supporting your team and line manager in delivery of business objectives
• Work closely with the necessary operational teams and the customer to ensure effective and efficient delivery of Products and retention SLAs
• Responsible for accurate updating of our CRM with key information to enable successful and accurate measurement of Targets and tracking of all mandatory KPIs
• Responsible for the raising of credits where necessary
• Responsible for personal compliance with and suggesting improvements to the end to end joining process, policies and procedures

REQUIREMENTS

• Ability to handle a range of priorities
• Demonstrated commercial awareness
• Demonstrated good oral and written communication skills
• Demonstrated competence in using Microsoft Office tools
• A proven track record of providing good customer service
• Demonstrated ability to consistently achieve targets
• A passion and interest in dealing with customers daily

• Responsible for accurate and timely setup of all customer accounts
• Maintenance of customer accounts to keep information accurate
• Handle customer issues, queries and orders on a daily a basis
• Manage large volumes of emails and work que tasks in a timely manner and in line with business SLAs
• Provide first point customer resolution
• Identify and understand customer needs, clarify information and provide solutions or alternatives
• Build relationships by providing outstanding customer service improving the customer journey
• Ensure all tasks and emails are handled professionally, accurately and in an efficient manner
• Administer customer accounts details and case notes accurately
• Handle payment and complex disputes and work closely with collections and customer care team
• Collaborate with necessary operational teams to ensure effective resolution of customer queries
• Responsible for supporting your team and line manager in delivery of business objectives
• Work closely with the necessary operational teams and the customer to ensure effective and efficient delivery of Products and retention SLAs
• Responsible for accurate updating of our CRM with key information to enable successful and accurate measurement of Targets and tracking of all mandatory KPIs
• Responsible for the raising of credits where necessary
• Responsible for personal compliance with and suggesting improvements to the end to end joining process, policies and procedure