McCabes pharmacy are currently recruiting for an online customer support in our Clarehall office.ResponsibilitiesOur Customer Service Specialist typically responds to customers via phone, e-mail and online chat. Your duties include obtaining and recording the details of customer enquiries, comments and complaints, as well as the actions taken to resolve any issues. You will also help to provide information about company products or services; assist with or cancel website orders; refer unresolved grievances to the proper company departmental specialist; and provide refunds, bill adjustments or exchanges.Being an effective Customer Service Specialist requires excellent communication skills, reading comprehension, sound writing skills and decision-making abilities. The capacity to think critically and be self-monitoring (making self-corrective improvements in performance, organization and time management) is also essential to this job.The technical skills needed to work in our customer service primarily involve computer usage. You will use a variety of company software packages to help manage our responses to enquiries and communication received. In addition there are additional duties to provide extra support and assistance to the Store and Online teams, which will help you develop additional experience and skills. Duties include:● Respond to customer queries in a timely and accurate way, via phone, email, live chat, social media.● Identify customer needs and help customers resolve issues.● Follow up with customers to ensure their issues are resolved.● Maintain a constant dialogue with Store, Online and Warehouse teams to resolve customer product enquiries and order enquiries● Maintain a constant dialogue with Store and Online teams to resolve any technical customer issues● Administration duties, maintaining & development of KPI’s.● Gather customer feedback and share with the Store and Online teams.● Update and maintain a log with information about:o Quantity and nature of customer interactions:▪ Phone calls▪ Emails▪ Online Chato Refunds and payment disputes.o Technical issues to website or other.o Customer reviews.o Commercial activity.o Prescription and Healthcare feedback.● Assist in training junior Customer Support Representatives for holiday cover.
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