Customer Service Assistant (UK and Europe Market) Part-Time (20 hours per week - Mon - Fri - 12pm - 4pm) in Kilmacanogue, Wicklow at Fragrances of Ireland Ltd

About Fragrances of Ireland Ltd

An opportunity to join a dynamic Irish SME that is distributing its products to over 5,000 independent gift retail store customers around the world. Based in our converted farmhouse and barn in Kilmacanogue, Co. Wicklow we export to the USA, Canada, the UK, Continental Europe, and Australia, participate in over 25 B2B trade shows worldwide each year, and partner with over 130 independent multi-line sales representatives.

Our best-selling fragrance and personal care brand ‘Inis the Energy of the Sea’ has achieved huge success in markets all around the world. Consumers everywhere love Inis, the clean, fresh fragrance which makes you feel close to the sea, no matter where you are.

We have exciting plans to grow our existing markets and enter new ones, but we need to build our Customer Service team to look after our most important assets - our customers!

Despite our growth we remain a highly creative and friendly SME with a very collaborative team so We believe in making people happy, including our customers and our employees, and doing our bit to make the world better. We’re the core funder for the Irish Whale and Dolphin Group and we’re Plastic Neutral Certified, retrieving from the world environment as much plastic as we use each year. We are the sponsor of the Wicklow Senior Ladies’ Gaelic Football Association team, showing our local support too.

About the role

As a Customer Services Assistant, you will be the first point of contact for customers. You will provide assistance by processing orders, addressing queries, resolving complaints, and providing information about products or services.

We are a small but mighty business, you will get all the opportunity, excitement, and challenge of working across an international reach, but with great opportunity to learn, develop and build your experience at the frontline. Our culture is informal, collaborative, and supportive and we truly enjoy our work.

What you'll do

• Order Processing: Assist with wholesale order placements, returns, exchanges, or cancellations as required.
• Customer Support: Respond to customer queries via phone and email (such as damages with orders, wrong orders, tracking orders, complaints, stock issues etc) in a professional and timely manner.
• Problem Solving: Address customer concerns and complaints effectively, offering appropriate solutions or escalating issues when necessary.
• Product Information: Provide detailed information about products, services, pricing, or policies to customers.
• Record Maintenance and Data Entry: Maintain accurate customer records on our database and document service requests or complaints.
• Communication and Collaboration: Work closely with Sales Representatives and other team members and departments to ensure customers receive the best service possible.
• Account Management - Opening new accounts and researching stores.

• Follow-Up: Ensure that issues or service requests are resolved in a timely manner and follow up with customers if needed.
• Attending Tradeshows - Travelling and working at tradeshows across the UK (and/or internationally) once or twice per year for a week.

Experience and Skills

• Excellent Communication: Strong verbal and written communication skills.
• Customer-Centric: A friendly, approachable demeanor and a passion for helping others.
• Problem-Solving: Ability to stay calm under pressure and resolve customer issues efficiently.
• Multitasking: Capable of managing multiple customer requests at once while maintaining quality service.
• Organisational Skills: Strong attention to detail and ability to keep accurate records.
• Teamwork: Ability to collaborate with colleagues and other departments.
• Computer Literacy: Familiarity with Microsoft Outlook, customer service software, databases, and tools (experience of SAP (Business One) a distinct advantage)
• Experience: Previous customer service experience is preferred.

Why Join Us?

You’ll be joining a vibrant company with a strong growth trajectory and a close-knit team culture.

Benefits

• We have a hybrid working policy, so we allow some remote working. We have a standard minimum of 2 days in the office in Kilmacanogue, Co. Wicklow.
• 20 Days Annual Leave* (*Pro rata)
• Company pension scheme with company contribution
• Contribution to Gym membership
• Fully Paid Health Insurance (following completion of probation period)
• Paid Maternity and Paternity Leave (subject to service)
• Employee Assistance Programme (EAP)
• Employee Engagement Programme with Social Committee and frequent company events
• Free car parking

Salary €30,000 - €35,000* (*Pro rata) (depending on experience)

Application Closing Date - Friday 14th August 2026