Customer Service Agent

at  Certa Ireland Limited

Certa Ireland is a wholly owned subsidiary of DCC plc and is part of the Energy Division of the Group. We were born out of the combination of successful Irish energy brands. We are one of the country’s leading home heating oil, commercial fuel, and agricultural diesel suppliers, in addition to other business divisions including retail forecourts, fuel card services and lubricants. In recent years Certa Ireland has grown with the acquisition of Campus Oil, Jones Oil, two lubricant businesses, and the establishment of the Certa forecourt network. What unites each of these brands is a powerful entrepreneurial spirit, a culture of high performance and agility and is underpinned by exceptionally strong customer service.
DCC plc is one of Ireland’s most successful organisations, operating in various sectors including Energy, Technology and Healthcare. With annual sales of over €18 billion, and operations in 21 countries spanned over 3 continents, DCC employs more than 15,400 people around the globe. Being a part of our parent company means that while we retain the agility and local resonance of a smaller organisation, we also benefit from the strength and scale of our parent company.

ORGANISATION SKILLS

• Excellent organisational skills, self-motivated and ability to work on own initiative

• To manage all customer service interactions in a courteous and professional manner
• To efficiently deal with transactions from initial call/ enquiry through to completion/resolution
• Effectively manage customer queries re delivery timeframes, orders queries, processing of payments
• To be compliant in providing customers with accurate information re deliveries, pricing, account information
• To provide a high level of customer care in the role at all times with a continuous improvement mindset
• To work closely with Sales/Credit/Transport/Operations/Health & Safety to ensure smooth and efficient service to customers
• Accurately record every call type on the telephony system to allow for effective analysis
• To manage any customer complaints to resolution, accurately recording information on Systems and engaging with the relevant Department where appropriate to ensure correct action is being taken
• To understand and demonstrate the unique selling points that differentiate Certa from competitors
• To report/ bring to the attention of your Manager any problems that arise on an ongoing basis
• To be reasonably flexible in this position to undertake other work/ additional tasks as may be assigned to you/ reasonably requested from time to time