Customer Service Specialist, Westport, Co. Mayo

at  Carraig Donn

THE COMPANY:

Carraig Donn Established in 1965, Carraig Donn is Ireland’s premier retailer of Fashion, Jewellery and Giftware products. At Carraig Donn, we are inspired by our long history as an Irish retailer and we draw on our heritage as we consistently innovate and evolve. Our team of experienced buyers strive to bring our customers quality products that are unique and exclusive to Carraig Donn stores. The Carraig Donn customer is central to our success and we pride ourselves on providing genuine, honest customer service and an excellent retail experience. Our aim is to build positive, lasting relationships with our customers by providing them the right products - when and where they need them.
Carraig Donn is 100% Irish owned and operated. We currently employ over 500 people across our Head Office and retail stores with 40 branches nationwide. Our central warehouse, buying offices, dispatch center and e-commerce operations are all conducted from our home on the Lodge Road, Westport, Co. Mayo. With buying offices also located in Ennis, and Dublin. Carraig Donn is continuing to grow year on year, with an exciting 10-year expansion plan.

SKILLS REQUIRED:

2+ years Customer Service Executive experience in a busy environment.
Call Centre experience in either inbound or outbound environment is advantageous
Familiarity with GDPR guidelines and implementation of the same.
Knowledge of Irish consumer legislation
Professional, friendly & calm manner
Customer focused and a natural people person
Clear communicator and strong organisational skills.
Computer literate (knowledge of Gorgias, Shopify, Microsoft office etc.)
Experience with KPI’s and requirement to meet deadlines.
Organisational skills with strong attention to detail.
Problem solving to find the best solution for all involved
Excellent literacy and strong grammar skills.
Fluent in English (oral and written).
Ability to work as part of a team and on their own initiative.
Ability to respond to different tasks in other areas of the working environment

JOB ROLE:

This is an exciting full-time opportunity for a Customer Service Specialist to join the online department at Carraig Donn.
The Carraig Donn customer is central to our success and we pride ourselves on providing genuine, honest customer service as well as an excellent retail experience.
As Customer Service Specialist, you will be responsible for providing exceptional service to our customers and our stakeholders across a range of channels including emails, phone, chat, and social media. Experience within a similar role is vital as well as being a strong communicator.
Within this role you are required to build and improve internal processes and introduce positive change through customer- centric initiatives.
This role is offered on a full-time, 40 hour contract, Monday-Friday primarily with weekend and occasional evening work on rotation. The role will be based onsite in, County Mayo.

RESPONSIBILITIES:

Ownership and accountability is vital, development of the department and seeking out improvement for a better shopping experience for the customer
Effectively manage and utilise the company’s Customer Care systems to ensure all customer queries are followed up in a professional and timely manner
Support customers via phone, email, live chat, social media and in-person channels
Provide high quality customer support dealing with queries/complaints and also collaborate with internal departments via phone/email to resolve issues
Effectively manage and ensure smooth running of our Returns department
Maintain and update website information with the assistance of the wider team
Supporting the teams with constructive feedback and working on solutions
Collate information, report on KPI’s and where needed, devise training initiatives
Collaborative relationship with our stores and operations management team
Work directly with our courier partners to ensure timely and smooth dispatch services
Assist with other online operations when business needs arise
General administration duties