Customer Service Specialist

Customer Service Specialist required with 2 years plus experience in customer service / order management function. Long term contract. Galway city.Responsibilities:Answer telephone calls and emails from both internal and external customers in a prompt and efficient manner.All calls need to be answered in line with key Service Level Agreements.Tracking and monitoring all Customer contacts in order to understand trends in demand.Log and maintain customer’s queries and contacts on system.Keep up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with impeccable customer serviceCommunicate proactively with internal and external customers on any queries or requests.Provide information or escalation routes to Customers in a professional, positive and courteous mannerKeep up-to-date on any changes to any escalation methods or contacts across the world in order to effectively support the Customers.Escalate order-related queries to the appropriate departments.Keep Team Lead informed of all changes, issues and potential concerns of all customer accountsWork with various internal departments as needed to ensure customer requirements are metResponsible for following all CS Standard Operating Procedures (SOP’s) in line with our Quality Management System and delivering an excellent customer experience.Other duties as assignedRequirements:2 years plus experience working in a call-centre or Customer Service function is an advantage.Proficient in MS Word, Excel and OutlookExperience in SAP or a similar ERP system. Effectively collaborate with othersWork effectively in a fast-paced environment with shifting prioritiesFluency in a second European language is a distinct advantage