Customer Service Manager - Newbridge

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Job Overview
Our client is looking for a Customer Service Manager to work with their call centre team. This position is based in Newbridge. You will be responsible for monitoring and supporting team members who support both private, commercial and corporate clients.
Reporting to: Commercial Strategy Manager
Apply on or before: 24th February 2023
The Role:
· Work with the Business Unit Manager to drive the strategy for Customer Service, to deliver on customer growth and customer satisfaction goals
· Develop service procedures, policies, and standards
· Maintain an orderly workflow according to priorities
· Recruit, mentor, and develop customer service agents and supervisors
· Adhere to and manage the approved budget
· Deliver the agreed CSAT and NPS targets
· Take ownership of customers issues and follow problems through to resolution
· Maintain a thorough knowledge of the businesses' products, businesses, applications, and service offerings
· Maintain service levels according to business prioritisation
· Identify non-productive duties and processes and address inefficiencies
· Take full ownership of escalations and system issues.
· Focus on quality, ensuring all processes are conducted to the highest standard.
· Strengthen customer satisfaction by understanding customer needs, and gathering market intelligence
· Recommend potential products or services to management by collecting customer information and analysing customer needs.
The Person:
The ideal candidate will possess the following qualification, skills, knowledge, and attributes.
· 7 years of leadership experience in customer service and a strong results-based track record of creating and implementing customer-led strategies and achieving a step change in CSAT, NPS, customer attraction, retention, and development
· Ability to travel as required to company depots and offices within Ireland
· Prior experience working as a Customer Service Manager, Call Centre Manager, Professional Services or Retail Manager
· Strong team player; motivated and extremely customer-centric
· Analytical and problem-solving ability
· Strong client-facing and communication skills
· Experience in customer management
· Demonstrated ability to work effectively across internal and external organizations
· Experienced in use of customer relationship management (CRM) software
· A strong understanding of Client Operations related functions and processes
· Strong understanding of Payment Products
· Must have fluent English both spoken and written
· Proficiency in the English language is a requirement alongside eligibility to work in Ireland
Desired Experience:
· Project management experience with the ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans
· E-commerce or digital commerce experience
· A keen interest and aptitude for B.I. and google analytics

Company info

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