Customer Services Administrator

Job Title: Customer Services Administrator
Company: Poco Group of Companies (including Poco Beauty & Poco Fashion)
Location: Rathcoole, Dublin 24
Reports to: Customer Services Manager

About Poco Group:

Poco Group of Companies is a dynamic and growing business that operates across the beauty and fashion sectors with two key brands—Poco Beauty and Poco Fashion. We are passionate about delivering high-quality products and exceptional customer service across all touchpoints. Our mission is to inspire confidence and creativity in our customers through beauty and fashion products they can trust and love.

Job Overview:

As a Customer Services Administrator, you will be the first point of contact for our
customers, handling a variety of queries and ensuring that each interaction results in a positive experience. This role is central to maintaining customer satisfaction, processing product returns, handling social media interactions and supporting general office tasks. You will work closely with multiple departments to ensure smooth operations across our customer service channels.

    Key Responsibilities:

    1. Customer Queries

    • Respond to customer inquiries via email, phone, and online chat.
    • Provide clear, concise, and accurate information about our products, services, orders, and deliveries.
    • Investigate and resolve customer issues and complaints in a timely manner.
    • Liaise with other departments such as the warehouse, marketing, and logistics teams to ensure customers receive comprehensive support.

    2. Social Media Queries 

    • Monitor and respond to customer comments and messages on social media
      platforms (Instagram, Facebook, Twitter, etc.).
    • Maintain a professional tone, aligning with Poco Group’s brand voice, and
      engage positively with customers online.
    • Work closely with the marketing team to escalate any major social media
      concerns or opportunities for engagement.
    • Track and report on customer trends or common issues raised via social
      channels.

    3. Returns Processing

    • Manage the returns process efficiently, ensuring that returned goods are
      logged, evaluated, and processed correctly.
    • Coordinate with the warehouse team for goods-inwards tasks, ensuring stock
      is updated accurately.
    • Communicate with customers regarding return statuses, replacements, or
      refunds.
    • Maintain detailed records of all returns and refunds.

    4. Goods Inwards

    • Oversee the accurate logging of incoming goods into the company’s inventory system.
    • Liaise with suppliers and the warehouse team to resolve any discrepancies
      with incoming shipments.
    • Support stock management by ensuring returned goods and new deliveries are processed in a timely and efficient manner.

    5. General Office Duties

    • Provide administrative support to the customer service and office teams,
      including filing, data entry, and maintaining office supplies.
    • Assist with scheduling, handling correspondence and booking appointments
      when necessary.
    • Ensure that customer service areas are kept organised and files are up-to-date.

    Skills and Qualifications

    • Previous experience in a customer service or administrative role, preferably within
    retail or e-commerce.
    • Strong written and verbal communication skills.
    • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
    • Ability to handle a high volume of queries while maintaining attention to detail.
    • Familiarity with social media platforms and handling customer inquiries via these
    channels.
    • Problem-solving skills and a proactive attitude toward delivering exceptional service.
    • Ability to work independently and as part of a team in a fast-paced environment.

    Personal Attributes:

    • Customer-focused with a friendly and positive attitude.
    • Highly organised with excellent multitasking abilities.
    • Strong interpersonal skills and the ability to remain calm under pressure.
    • Enthusiastic about beauty and fashion products.

    Benefits:

    • Competitive salary
    • Staff discounts on Poco Beauty and Poco Fashion products
    • Career development and growth opportunities
    • Friendly and collaborative work environment

    How to Apply:

    If you are passionate about customer service and want to be a part of a growing beauty and
    fashion company, we would love to hear from you! Please send your CV and a cover letter to
    careers@pocobeauty.com