Customer Services Manager - Dublin 2

Dublin, Dublin City Centre
EUR35000 - EUR40000 per annum + 25 days holidays + pension
21 Nov 2016
19 Dec 2016
Ethna Rossiter
Job Type
Customer Services Manager

Do you fancy joining a well-established company that is relocating to Dublin?
Are you ambitious and keen to move forward with your career?
We have a fantastic opportunity to join a leading Technology Company based in Dublin 2
As a Customer Services Team Manager, your primary objective is to lead and manage the Contact Centre team to deliver results, develop and improve skills, quality and performance standards within Customer Operations. This will include supporting and managing the escalation process, identifying key issues associated, continuous improvement of our Contact Centre and increasing levels of employee engagement and customer satisfaction.
This position is located in Dublin City Centre, Ireland


The role will involve the key accountabilities below:
*Direct line management responsibility (leading approx 15-20 multi skilled Customer Advocates), but in any event will require significant influencing skills with internal stakeholders and external business partners
*Managing the resolution/negotiation of customer issues in a timely manner to minimise cancellations, maximize customer retention and increase company revenue. Providing best in class service to both external and internal customers alike, whilst maintaining service levels
*Delivering Client Satisfaction, Service Level and Quality goals to ensure the company provide a best in class Client experience to the customers to maintain profitability and revenue
*Support the management team with proven tools and methodologies to facilitate change within Customer Operations
*Improve knowledge of the Contact Centre team to deliver enhanced SLA's


*Experience of operating within a targets driven challenging and fast moving operational environment
*Proven management experience working in a customer service environment
*Excellent communication and presentation skills
*Proven ability to influence at a strategic level
*Proactive, Enthusiastic and Motivated
*Able to operate confidently and collaborate at all levels within the business
*Must be a good team player