Customer Service Advisor

19 Feb 2024
18 Mar 2024
Contract Type
Full Time

Viking have an exciting opportunity for a Customer Service Advisor to join our team where you will be based in Dublin on a hybrid contract (1 day home working per week). You will join us on a full-time, permanent basis (40 hours per week) and in return, you will receive an excellent salary and benefits package.

We are looking for like-minded people to join our growing business: ?friendly, passionate empathetic people, who are also adaptable and who love helping others. ?Previous customer service experience would be a benefit, however your attitude and willingness to learn is even more important.

We are Viking. We provide business supplies and services to help our customers work better - whatever their workplace. We are a single source for everything customers need to be more productive, including the latest technology, core office supplies, print and document services, business services, facilities products, furniture, and school essentials.

Benefits we offer our Customer Service Advisor:

  • Pension contributions: Auto-enrolment starts at a 4.5% employee contribution matched by Viking. Employees can make higher contributions to pensions and Viking will match this up to 6% maximum.
  • Staff discount
  • 25 days holiday plus public holidays, rising with service
  • 8 hours paid appointment time per annum
  • Hybrid working (1 day per week) after successful completion of 13 week probation period
  • Employee Assistance Programme
  • Free on-site parking
  • Employee friendly policies such as long Service rewards and discounted gym membership

About the Customer Service Advisor role:

You will provide the personal touch to our business, delivering a friendly, professional and high-quality service to our customers.? You will be responsible for taking inbound calls, resolving customer queries and identifying up- and cross-selling opportunities, as well as using your excellent written communication skills to interact with customers through email and chat. You will identify their needs and effectively process all customer orders, as well as pre and after sales queries. You will enhance the customer experience by being prepared to go the extra mile, including outbound calls to new and reactivated customers to evaluate their experience with Viking, and, in doing so, will develop customer loyalty and grow our long-term customer base.?

You will work towards objectives to achieve individual and team Key Performance Indicators (KPIs) and in turn will be recognised and rewarded for going the extra mile.

Your responsibilities as our Customer Service Advisor will include:

  • Dealing with B2B and B2C customers, processing orders and queries for office supplies and equipment delivery.
  • Respond via phone, email and chat ensuring a correct understanding of the reason for the customer contact.
  • Ensure that the question of the customer is answered and expectations managed to the highest standard.
  • Provide efficient and effective service to customers, undertaking handling of objections if needed.
  • Suggest additional and alternative products or services to meet customer needs as well as referring customers to other departments of Viking Raja when required
  • Handle all administrative duties related to the customer service role, including maintaining and updating customer information on our Customer Relationship Management (CRM) tool
  • Develop and maintain extensive understanding of all products, services, systems and processes in order to deal with a variety of queries.
  • Constantly listen to customer feedback to seek ways to improve the relationship with our customers and ways to improve the efficiency of our service.

What we re looking for in our Customer Service Advisor:

  • Previous experience working within a customer focused contact centre environment
  • Is able to work with autonomy and demonstrate a positive attitude and team spirit.
  • Is customer satisfaction focused, process and results driven.
  • Has excellent listening skills with ability to build rapport and engage with customers.
  • Fluent knowledge of English, spoken and written.
  • Uses logic and initiative to solve problems and effectively implement solutions.
  • Computer literacy, specifically proficiency in Microsoft Office applications
  • Ability to learn and use a CRM system efficiently.

Want to join our team? If you feel you have the skills and experience required for the Customer Service Advisor role, please click Apply today and take your next step towards a career with Viking.