Job Summary:
Schoolbooks.ie is one of Ireland’s leading e Commerce businesses and is seeking a full-time, permanent Customer Care Agent to join our growing team. As the primary point of contact for both B2C (direct customers) and B2B (schools), the successful candidate will assist with a variety of customer enquiries and ensure a smooth ordering process. You will work closely with our fulfilment team, couriers, and internal departments to deliver an exceptional customer experience.
Key Responsibilities:

• Serve as the primary point of contact for customers (B2C) and schools (B2B), providing assistance and guidance throughout the ordering process.
• Handle inbound and outbound customer calls, emails, and chats in a professional manner.
• Liaise with our third-party warehouse fulfilment team and couriers to ensure orders are processed and delivered on time.
• Educate customers, particularly schools, on the Free Schoolbooks Scheme, explaining the process and providing ongoing support.
• Create and issue quotations for bulk orders from schools.
• Review and process customer quotations, ensuring accuracy and timely processing.
• Manage customer returns and refunds in line with company policies.
• Maintain high levels of product knowledge to assist with customer inquiries.
• Ensure that all communication and customer interactions reflect the company’s values, focusing on customer satisfaction, efficiency, and professionalism.
• Collaborate with other departments to ensure smooth problem resolution and service delivery.
• Provide feedback to management on recurring customer concerns or areas for improvement in service delivery.

Required Qualifications:

• Minimum of 2 years experience in customer service or a related role (ideally in e Commerce or retail).
• Experience in B2C and B2B customer service is a plus.
• Familiarity with online ordering systems, CRM software, and communication tools.
• Knowledge of school book schemes or educational product offerings is a bonus.
• Strong verbal and written communication skills.
• Excellent problem-solving skills and attention to detail.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in Microsoft Office Suite or similar productivity tools.

Skills and Competencies:

• Customer Focused: Strong commitment to providing an exceptional customer experience.
• Communication Skills: Excellent phone, email, and live chat communication.
• Problem Solving: Ability to resolve customer complaints and challenges in a timely, effective, and empathetic manner.
• Organisational Skills: Strong ability to manage multiple tasks and prioritize effectively.
• Team Player: Collaborates well with internal teams to ensure smooth operations.
• Adaptability: Comfortable with working in a fast-evolving e Commerce environment.
• Work ethic: Works well on your own initiative as well as part of a team.

Work Environment:

• Full-Time Position: 35 hours per week, with flexibility depending on business needs.
• Office-Based: Located at our head office in Tralee, Co. Kerry, with some potential for remote work based on company policy.
• Occasional evening or weekend work may be required during peak periods (e.g., back-to-school season).

Salary and Benefits:

• Competitive salary (based on experience).
• Pension contribution
• Employee discounts on Schoolbooks.ie products.
• Opportunities for career growth and development in a fast-growing e Commerce company.

Job Types: Full-time, Permanent
Pay: €15.00-€20.00 per hour
Expected hours: 35 per week
Additional pay:

• Bonus pay

Benefits:

• Company events
• On-site parking
• Store discount

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Tralee, County Kerry: reliably commute or plan to relocate before starting work (required)

Education:

• Leaving Certificate (preferred)

Experience:

• Customer Service: 2 years (required)

Language:

• English (required)

Work authorisation:

• Ireland (required)

Work Location: In person
Application deadline: 09/12/2024
Reference ID: SBCCAFTP2025
Expected start date: 06/01/2025