Customer Experience Agent

About the Role :

Flogas is seeking a highly motivated and customer-focused Customer Experience (CX) Agent to join our team. In this dynamic and fast-paced role, you will be the main point of contact for our LPG customers, spanning Bulk, Cylinder, Domestic, and Commercial segments. You will handle incoming enquiries, provide administrative support to the sales team, and contribute to enhancing customer satisfaction and loyalty.

Please note, this is a 12-month, fixed-term contract.

Key Responsibilities :

• Act as the primary point of contact for LPG customers, managing inbound sales enquiries via phone, email, and web forms. Convert enquiries into sales opportunities through efficient communication and follow-up.
• Provide logistical and administrative support to field sales representatives, facilitating smooth lead conversion and ensuring effective coordination between teams.
• Serve as the first point of contact for query and complaint resolution, ensuring swift and satisfactory outcomes for customers.
• Conduct both inbound and outbound calls as part of customer contact campaigns, working towards weekly targets to enhance customer engagement and sales.
• Process customer orders and payments with accuracy and efficiency, maintaining up-to-date records in the system.
• Identify cross-selling opportunities where appropriate, referring sales queries to relevant teams for further action.
• Deliver exceptional customer interaction in line with the Flogas Customer Contact Framework. Communicate valuable customer feedback to the wider business to drive continuous improvement.
• Work collaboratively with colleagues across different functions to support customer needs and business objectives.
• Demonstrate positive behaviours that role-model excellence in CX, contributing to Flogas' overall customer experience goals.
• Participate in observational feedback and coaching programs and contribute to continuous improvement initiatives aimed at optimizing customer service processes.
• Undertake additional responsibilities as required, supporting the overall effectiveness and efficiency of the sales team and the broader organisation.

Candidate Profile :

The ideal candidate is a highly motivated, customer-focused individual with a proven track record in customer service or sales. They possess strong communication and interpersonal skills, with the ability to manage multiple tasks in a fast-paced environment. Proficient in Microsoft Office and CRM systems, they excel at problem-solving, handling customer queries efficiently, and delivering exceptional customer experiences. A team player with a collaborative mindset, they are self-motivated and committed to continuous improvement.

About Flogas :

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.

As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

Why work with us?

Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.

Benefits :

Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees