Customer Care Associate

Our people make the difference. Here at PHX Ireland, we strive to be a place for everyone - where each and every one of us can be our true, authentic selves, every single day.

For us, individuality sparks new ideas, shapes new approaches and brings us powerful new perspectives. It’s the heartbeat of our innovation, creativity, and success. Which is why, at PHX Ireland, we don’t just embrace our differences – we celebrate them.

Across United Drug, McCabes Pharmacy, and TCP Homecare, in every location and every role, the way we work makes us who we are – and that’s something we are really proud of. Which is why we’ve summed up our ethos in our six PHX Ireland values; Customer focused, Quality driven, collaborative, ambitious, innovative, and inclusive. 

This is a 12 month fixed term contract, based in our Ballina Depot.

Responsibilities:

• Dealing with customer via phone, email, and chat
• Work with customers ensuring orders is accurately placed and tracked via our online system.
• Work on multiple products and platforms as required
• Respond to customer’s inquiries regarding status of orders, account, or delivery queries.
• Support Customers and Supplier on all services such as customer support or telesales activities
• Support customers with any problems/difficulties and provide possible solutions.
• Work cross functionally to ensure customer queries are resolved in a timely manner.
• Awareness of team KPIs and how individual performance contributes to it.
• Consistent achievement of personal objectives.
• Work within product guidelines and restrictions
• Adherence to organizational policies and procedures
• Promote and contribute towards teamwork and collaboration, contributing towards a positive work environment.
• Work within and support the team to resolve customer queries

Competencies and scope of work:

• Demonstrates competence in Customer Care roles
• Ability to work with moderate guidance in area of knowledge
• Full application of standard policies and procedures may still need guidance in complex situations.
• Provides resolutions to an assortment of standard problems.
• Ability to exercise judgement within defined practices and procedures
• Complex cases are predominantly escalated to senior team members or the Manager.
• Work under supervision and follows established procedures.
• Work is largely assigned

Requirements:

• Minimum of 1-3 years’ experience in Customer Support Role.
• Good interpersonal skills and an ability to converse professionally and confidently with customers and colleagues.
• Results oriented and committed to achieving team KPIs
• Collaborative and team player is critical to this role.
• Proven experience in evaluating and mitigating risks
• Excellent written and verbal communication
• Ability to multi-task and handle difficult conversations
• Analytical thinker and problem solver
• Good working knowledge of email and telephone etiquette, MS office product suite