Assistant, Customer Service (m/f/d)

Location: Blackrock, Dublin

We are seeking a motivated and solution-driven Customer Service Assistant to provide support across phone, email, and social media channels. You'll be the first point of contact for customer queries, ensuring a positive experience and resolving any issues quickly and efficiently. You'll also monitor reviews and feedback and collaborate with the fulfilment team to address order-related concerns and help improve customer satisfaction.

• Respond promptly and professionally to customer inquiries via phone, email, and social media
• Monitor online reviews, responding to feedback to maintain a positive brand reputation
• Work closely with the fulfilment team to address order issues, delays, or stock-related queries
• Track and update customers on the status of their orders, including delivery or return status
• Resolve customer complaints in a timely and effective manner, offering solutions where possible, in line with company policies
• Assist with processing returns and refunds according to company policies
• Maintain accurate records of customer interactions and ensure all queries are documented
• Provide detailed product information and assist customers with choosing items
• Any adhoc duties as requested by management

Normal working hours are Monday to Friday, 8:30am to 5:00pm, working 5 days per week.

• Strong communication skills, both written and verbal
• Previous customer service experience, ideally in an eCommerce or retail environment
• Calm and collected when handling customer issues or complaints
• Collaborate with other departments in response to customer needs
• Detail oriented with strong organisational and multi-tasking abilities
• Empathetic, with a customer-centric approach
• Proactive and solution-driven