Senior Customer Support Manager - Ireland - Broadline Recruitment Group Ltd.

Description

Role: Senior Customer Support Manager – Hybrid After 6 Months

Location: Dublin 22

Salary: €50k – €60k

Role Requirements:

• Managing customer contact through all channels ensuring SLA's are achieved.
• Develop and implement strategies to manage and reduce customer contact and improve customer experience.
• Upskilling of team through cross selling & customer retention campaigns.
• Develop and implement customer service policies and procedures.
• Manage CRM for campaign management and customer contact.
• Monitor customer support metrics and KPIs, analysing data to identify trends and areas for improvement.
• Analyse customer feedback data to identify trends or patterns that may impact the customer experience.
• Oversee the day-to-day operations of the customer support team, ensuring efficient and timely resolution of customer inquiries and issues.
• Lead and manage a team of customer support representatives, providing guidance, coaching, and support as needed.
• Set performance goals and targets for the team, monitoring performance metrics and providing regular feedback.
• Handle escalated customer issues or complaints, ensuring timely resolution while maintaining a high level of professionalism and leasing with other departments to resolve.

Candidate Requirements:

• Bachelor's degree in business administration or a related field.
• Proven experience in a senior-level customer support role of minimum 5 years, preferably within a technology company.
• Experience reporting on executive level to senior management.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent interpersonal skills with the ability to establish rapport with customers and internal stakeholders.
• Exceptional problem-solving skills with the ability to think critically and make sound decisions under pressure.
• Strong analytical skills with the ability to analyse data and identify opportunities for improvement.
• Proficiency in CRM software systems and Microsoft products.
• Ability to work in a fast-paced environment with tight deadlines.

OB22