Customer Service Assistant

Job Description

Job Information

Job Title

Customer Service Assistant

Department

Transport Operations

Reports To

Transport Director

Location

Lusk, Co Dublin

Salary

35,000

Shift Pattern

Mon-Fri 10am-6pm

1 in every 5 weekend Sat and Sun 8am-4pm

Job Purpose

The Customer Service Assistant provides exceptional support to our clients, ensuring their transportation needs are managed efficiently and effectively. This role is key to maintaining strong customer relationships and enhancing the overall customer experience.

Duties and Responsibilities

Customer Interaction

• Handle inbound and outbound customer inquiries via phone, email, and chat
• Provide timely and accurate information about Hannon transport and logistics services

Problem Resolution

• Address and resolve customer complaints and issues promptly
• Ensure customer satisfaction and retention through effective communication

Booking and Scheduling

• Assist customers with booking and scheduling transportation services
• Manage changes, cancellations, and updates to bookings as required

Data Management

• Maintain accurate records of customer interactions, transactions, and feedback in the CRM and TMS systems
• Ensure all data entry is accurate and up to date

Collaboration

• Work closely with operations, logistics, and other departments to ensure smooth service delivery
• Communicate effectively to resolve issues and support operational processes

Feedback Collection

• Gather and report customer feedback to help improve service and overall customer experience

Policy Adherence

• Ensure compliance with company policies, procedures, and regulatory requirements

Knowledge, skills and experience required

Essential

• Leaving Cert or equivalent; additional qualifications in customer service or related fields are a plus
• Previous experience in a customer service role, ideally in transport or logistics
• Excellent communication and interpersonal skills
• Strong problem-solving abilities with a customer-centric approach
• Proficiency in using CRM software and other customer service tools
• Ability to multitask and manage time effectively
• Attention to detail and accuracy in data entry

Personal Attributes

• Proactive and customer-focused
• Friendly, professional, and approachable
• Adaptable to changing workloads and priorities
• Team player with a positive attitude

Why join Hannon Logistics

• Join a company focused on innovation, sustainability and growth
• Professional development and training opportunities
• A competitive salary and company benefits are available for the right candidate

Note: This description is intended to be a guide of what duties are most likely to be but should not be taken as a definitive list. Hannon reserves the right to vary duties and add duties as they deem necessary.