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    Customer Service Manager - Dublin, Ireland - Cpl

    Cpl
    Cpl Dublin, Ireland

    9 hours ago

    CPL background
    Full time
    Description

    My Client in the Retail Industry is looking to make a key hire of a Customer Service Manager to join their fast growing successful company based in Dublin.

    If you have 3 years managerial experience and would interested in this role please send your CV to

    or apply directly.

    Description:

    This is a fulltime permanent role responsible for the successful operation of customer service &

    implementation of relevant supporting processes. The role reports to the COO.

    Working with the team, the manager will be responsible for the delivery of best in class customer

    service and meeting all department KPI's.

    Responsibilities:


    • Manage the daily running of the call centre, including sourcing equipment, effective resource

    planning and applying call centre strategies and operations


    • Undertake needs assessments, performance reviews and cost/benefit analyses


    • Ownership, responsibility and accountability for your work and your team's output


    • Manage quality and productivity across all customer service communication and channels


    • Constantly drive process improvements, reaching our Customer Service targets on abandoned

    call rate, turnaround times, ticket handling, sales and response rate.


    • Monitor random calls to improve quality, minimise errors and track operative performance


    • Review the performance of staff, identify training needs and plan training sessions


    • Prepare reports on these statistics, rates and performance levels


    • Handle the most complex customer complaints or enquiries


    • Organise shift patterns and the number of staff required to meet demand. Forecast and analyse

    data against budget figures on a weekly and/or monthly basis (Erland Calculator or similar)


    • Work with multiple teams to improve cross departmental support to collectively improve our

    customer experience.


    • Support, coach and manage team performance, recognising and utilising individual strengths to

    achieve optimum team performance


    • Innovate & utilise AI to ensure our customer experience remains a key differentiator for our

    brands

    Skills Required:


    • Good interpersonal skills and ability to deliver an excellent customer experience


    • 3 years plus management experience in a call centre environment with high ticket volumes


    • Analytical skills to interpret data and trends


    • Numerical skills to understand financial and budget management


    • Strong customer focus and excellent telephone manner


    • The ability to work under pressure, manage your time effectively and work on your own

    initiative


    • Proven experience with Zendesk or similar CS tools


    • Demonstrate self-confidence and ability to work in fast changing environment.


    • Proficiency in Microsoft Excel and Word. Experience in an ERP system is a bonus

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