The Ultimate Guide to Customer Service Job Roles

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Connolly Cove Jobs Customer Service

Customer service is central to almost every business, but it is especially vital within the tourism and hospitality industry. A strong customer service ethos and team within a hospitality business will help grow and improve the business. There are a variety of customer service roles within the hospitality and tourism industry, from sales and customer support through to retail and administration. Everyone on the customer services team needs to work together to ensure customers have the best possible experience.

Careers in this sector can range from online or phone support reps up to high level account managers. Salaries can range from around €14,000 for an entry level customer service agent, up to an average of €50,000 for a senior account management role. Studying business or hospitality management at university or college can be a great entry point to higher level roles, while junior such as phone support roles are great for school leavers with limited work experience. Many of these roles offer structured career advancement programs and on the job training to help you develop your skills.

Skills and knowledge

You’ll need:

  • to be thorough and pay attention to detail
  • customer service skills
  • the ability to sell products and services
  • knowledge of English language
  • active listening skills
  • a desire to help people
  • excellent verbal communication skills
  • the ability to read English
  • to be able to use a computer and the main software packages competently

Hospitality Customer Service Roles Overview

There are a variety of customer service roles available in the tourism and hospitality sector. Explore the options below and find the right option for you.

Account Manager

An account manager is responsible for maintaining contact and servicing the account of high value customers. This often includes corporate accounts and repeat customers who are a valuable source of repeat revenue for hospitality businesses.

The account manager operates as the lead point of contact for any and all matters specific to their clients’ accounts, meaning that they focus on building and maintaining strong relationships with clients. 

This role can be a great step up for a customer service representative, and can also serve as an entry level role for a graduate with a business or marketing related degree.

Top Account Manager Vacancies:

Junior Account Manager
Keelings Retail – Swords, County Dublin

Account Manager
Eir – Ireland

Retail Sales Associate

A Retail Sales Associate is responsible for all sales activities and sales associate job duties, from greeting customers, answering questions, offering assistance, suggesting items, lending opinions and providing product information. Individual responsibilities as a Retail Sales Associate may include demonstrating outstanding customer service and selling skills, keeping the selling floor stocked with merchandise, assisting in display of merchandise or organizing the selling floor and stock areas.

A Retail Sale Associate must process payments by totaling purchases; processing checks, cash and store or other credit cards. Must also be able to deal with customer refunds courteously and professionally. Maintains a professional attitude with sincerity and enthusiasm reflecting store’s commitment to our customer. Develops product knowledge by reading current vendor tags and pamphlets and attending training classes in order to communicate it to the customer. Stays current with promotional events and sales.

Top Receptionist Vacancies:

Retail Sales Assistant and Photographer
Magic Memories – Dublin

Sales Assistant
Tierneys Gifts Ltd – Dublin

Administrative Assistant

Administrative Assistants provide support to managers, other employees, and office visitors by handling a variety of tasks in order to ensure that all interactions between the organization and others are positive and productive. These professionals may also be referred to as Administrative Coordinators or Administrative Specialists.

The duties of an administrative assistant may include a variety of clerical and administrative tasks. Answering telephones, arranging for meetings and travel, and managing schedules are some common examples of administrative assistant duties and responsibilities.

Top Waiting Staff Vacancies:

Customer Service Admin Support
Oracle – Galway

Accounts Admin – Inflight
Ryanair – Dublin

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