Collins McNicholas

Customer Service Manager required with 5 years plus experience in shared services centre.  Galway city. 

Responsibilities:

  • Lead, manage and develop the customer services team to deliver world class customer service in an efficient, consistent and scalable manner
  • Continuously develop, manage and improve processes and procedures that are necessary to maintain exceptional service to our customers.
  • Ensure team is driving improvements for customers based on credits and returns and CAPAs that enhance the customer experience and/or reduce costs.
  • Provide guidance to all measurement activities including call monitoring, monthly metrics and customer surveys.

For a confidential discussion and a more detailed job spec (more information on the role), please contact Noeleen Stewart on 091-706712 or email noeleen.stewart@collinsmcnicholas.ie

 

 

Requirements:

  • Minimum of 5 years’ management experience in Shared Service Centre for Customer Service with a focus on continuous improvement.
  • Degree in a relevant business subject or associated discipline
  • Demonstrated track record of leading, motivating and developing individuals and teams.
  • Experience delivering change initiatives and facilitating change in a customer focused organisation
  • Proven Project Management experience: Ability to manage multiple tasks concurrently, including complex projects
  • Exemplary understanding of and experience in sales distribution and logistics
  • Experience in IT capability available to a service environment e.g. ERP, CRM, Telephony

 

 

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