Customer Service Manager required with proven team management experience for an innovative online retail company in Galway city. On site role. Must have a Third Level Qualification.
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