Customer Service Specialist

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.

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

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

What We Offer:

Competitive Compensation Package: We value your expertise and contribution. Enjoy a competitive salary that reflects your experience and skills.

Flexible Work-Life Balance: We understand the importance of balancing personal and professional commitments. Benefit from flexible working arrangements that suit your lifestyle.

Career Advancement Opportunities: Grow your career with us. Join a team of industry professionals dedicated to your success. Take advantage of our culture of mentorship and development as you progress within our organization. Paid apprenticeships allowing you to achieve level 6 certification

Supportive and Inclusive Work Environment: At Carraig Donn, we foster a culture of collaboration and respect. Join a diverse team of talented individuals who are passionate about delivering exceptional customer experiences.

Continuous Learning and Development: We invest in our employees' growth and development. Access a variety of learning resources, training programs, and workshops to enhance your skills and knowledge.

Comprehensive Benefits Package: Enjoy peace of mind with our comprehensive benefits package, and access to a health and wellbeing support plan.

Employee Discounts and Perks: As a valued member of our team, you'll enjoy generous staff discounts on our exclusive product range. Take advantage of our employee referral scheme and other exciting perks.

Health and Wellbeing Initiatives: Your health and wellbeing are important to us. Benefit from initiatives such as our bike-to-work scheme and access to our Employee Assistance programme, as well as our employee platform offering mindfulness resources, lifestyle savings, and more.

Join Carraig Donn and become part of a team that values your talent and dedication. Experience the rewards of working for Ireland's premier lifestyle retailer as you embark on a fulfilling career journey with us. Apply now to seize this exciting opportunity!