Customer Service Agent - Shannon, Co. Clare
Location:Shannon, Co. Clare
Our client, a leading international organisation, is currently seeking a motivated and customer-focused **Customer Service Agent** to join their team in Shannon. This is an excellent opportunity for an experienced customer service professional who enjoys working in a fast-paced environment and delivering exceptional support to customers and business partners.
The Role
As a Customer Service Agent, you will be the first point of contact for customers, retailers, and service partners, providing support through phone, email, and chat channels. You will play a key role in ensuring a positive customer experience by resolving queries efficiently, maintaining accurate records, and supporting continuous service improvement.
Key Responsibilities
* Deliver timely, professional, and reliable support to customers.
* Maximise first-contact resolution across all customer interactions.
* Complete all required follow-up documentation and case records.
* Proactively communicate updates to customers when necessary.
* Contribute to team performance by achieving agreed service and quality targets.
* Provide technical support and guidance to retail partners to help improve product knowledge and remove barriers to sales.
* Identify process improvement opportunities and escalate potential issues to management.
* Participate in ongoing training and e-learning programmes to maintain and develop skills.
* Provide translation support where applicable.
* Liaise with logistics partners to support customer requirements.
* Work in line with established KPIs and service standards.
* Support additional projects and ad hoc business requirements as needed.
About You
The ideal candidate will possess:
* A minimum of 2 years' experience in a customer-facing or customer service role.
* Excellent verbal and written communication skills.
* Strong interpersonal and problem-solving abilities.
* High attention to detail and strong organisational skills.
* Proficiency in Microsoft Office applications.
* The ability to remain calm, professional, and customer-focused in challenging situations.
* Experience using CRM systems (advantageous).
* The ability to work independently while also contributing effectively as part of a team.
* Additional language skills would be considered a distinct advantage.
