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
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