Customer Service Manager required with proven team management experience for an innovative online retail company in Galway city. On site role.
Responsibilities:
Team Leadership: Recruit, train, motivate, and oversee a team of customer service agents to ensure high performance and engagement.
Process Improvement: Analyse existing customer service policies and processes to identify opportunities for improvement and implement necessary changes.
Performance Monitoring: Track key performance indicators (KPIs) and metrics to evaluate team success and customer satisfaction.
Customer Communication: Ensure clear, consistent, and effective communication with customers across all channels.
Policy Development: Formulate and update customer service policies to align with company goals and industry best practices.
Conflict Resolution: Handle escalated customer concerns with professionalism and a focus on resolution.
Collaboration: Work closely with other departments to address customer feedback and align service strategies with business objectives.
Requirements:
Third level qualification with 5 years
experience in managing customer service teams.
Experience in formulating policy.
Strong understanding of customer service policies, processes, and best practices.
Excellent leadership and motivational skills.
Exceptional verbal and written communication skills
Proficient in using customer service management tools and software.
Analytical mindset with the ability to interpret data and make informed decisions.
Strong problem-solving and conflict-resolution skills.
For a confidential discussion and more information on the role, please contact Noeleen Stewart.
noeleen.stewart@collinsmcnicholas.ie
091-706712