Collins McNicholas

Responsibilities and Duties

  • To provide first level support to sites within EME in resolving customer complaints and improving our customers experience
  • To be a central source for data regarding product performance that then is used by Marketing, Manufacturing, etc. to deliver increased customers loyalty
  • To resolve customer issues in an efficient and timely manner and within agreed Service Level Agreements with our EME colleague
  • To continually identify opportunities for process and system improvements that will reduce time and increase efficient resolution of customer complaints
  • In order to gather accurate data on our customers experience SFDC (sales force.com) is the system that is used across EME & the globe.
  • Maintain and grow personal knowledge and skills, technical and/or product knowledge.
  • Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the Customer Services team

 

Requirements

  • The individual will have experience in working in a regulated environment and be capable of providing excellent customer support with challenging technical complaints.
  • Experience in Trouble shooting/Technical query handling essential.
  • The role is office based but a degree of flexibility is required. An open attitude is required to ensure that this can be controlled and remain non-onerous.
  • Attend training courses as necessary.
  • Communicate technical knowledge to both customers and colleagues as necessary.
  • Provide written reports when requested and as necessary.
  • Multi-lingual capability would be an advantage, but cultural sensitivity is a necessity.
  • Ideally the individual would have scientific qualification with minimum 1-year experience.
  • Flexibility to react to the changing business goals.
  • Time management skills to manage personal workload as per the business requirements.
  • Ability to take ownership, organise workload and change priorities quickly
  • Able to communicate effectively with customers including a pleasant, polite and outgoing telephone manner.
  • Possess initiative and integrity
  • IT literacy; good general understanding of all the internal software packages: Outlook, Excel, Word, Concur, Workday, SAP, CRM package, Webex.

Minimum Qualifications

  • Proficient in MS Word, PowerPoint, Excel and Outlook
  • Good keyboarding and typing skills
  • Detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
  • Effectively collaborate with others
  • Communicate professionally
  • Work independently and on a team
  • Work effectively in a fast-paced environment with shifting priorities

For a confidential discussion and more information on the role, please contact Stephen Kelly on 091-706714.

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