Customer Care Representative

Location: Fónua, Cairn House



Customer Care Representative

Reporting to:

Customer Relationship & Operations Manager


Fónua, Cairn House

Group Division:

Customer Operations


Overview of role:

The successful candidate will be responsible for supplying the highest level of support to the Fónua Customer Operations team. Building and maintaining strong relationships within the team and with other departments within the company to ensure a superior quality of service is provided is key to this role. You will be working as part of a strong customer centric team dedicated to providing a professional and efficient service to all our customers building strong relationships. The successful candidate must possess a high level of initiative, attention to detail and have the ability to prioritise workload.


Main Responsibilities are not limited to but will include:

  • Creation of sales orders from current customer base, account managers and sales team with end to end management of orders

  • Supporting new customer on-boarding process

  • Handling day to day Customer queries ensuring all customers’ needs are met and managed correctly

  • Handling sales queries ensuring all customers’ needs are met and managed correctly and efficiently

  • Compiling stock requests from sales team and co-ordination of PO requests

  • Quality Control Management of the orders processed

  • Call, Email & Ticket query handling

  • Responsibility for Customer communications 

  • Liaise and co-ordinate with internal departments to resolve daily issues

  • Daily monitoring, management and maintaining of customer back orders providing daily updates to all relevant customers

  • Responsible for escalating all queries going outside of service level to Manager

  • Meeting administrative and targets as set by Manager

  • Ensure all Service levels are achieved and exceeded

  • Communicate effectively with customers

  • Cross training functions within the team and company where necessary

  • The ideal candidate will be expected to carryout additional tasks as required.



Ideally you are educated to a third level standard in a business-related discipline and you will possess the following attributes:

  • High level of initiative and attention to detail

  • Ability to prioritise workload

  • Excellent administrative skills

  • Proficiency in MS Word, Excel, Windows

  • Ability to work under pressure within a team environment

  • Ability to meet deadlines and targets

  • Self-motivated individual with drive, enthusiasm and commitment

  • Excellent organisational, analytical and time management skills



Fónua is an Equal Opportunities Employer



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