Every successful journey begins with the right people.
At Lufthansa Technik Turbine Shannon, the Senior Customer Service Representative ensures excellence by managing customer interactions, resolving inquiries efficiently, and maintaining high service standards, while continuously improving processes to enhance customer satisfaction and operational efficiency.
Tasks
The Senior Customer Service Representitive will be responsible for leading, motivating, and developing a team of customer service representatives to ensure they provide high-quality service to our customers.
* Lead and support a team of customer service representatives, fostering a positive and productive work environment.
* Develop and implement strategies to improve customer service processes and enhance customer satisfaction.
* Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
* Collaborate with other departments to ensure seamless service delivery and address any issues affecting customer satisfaction.
* Stay up-to-date with industry trends and best practices to continuously improve our customer service offerings.
* Support on identification of product portfolio fit with existing or new products.
* Ensure close communication with Stakeholders in LTTS (e.g. quality, finance, operations) and LHT globally (Sales and Fulfilment)
Requirements
We're looking for a Senior Customer Service Rep with strong communication and problem-solving skills. The role supports smooth customer operations through attention to detail, analytical thinking, and process expertise, ensuring high-quality, efficient, and reliable service every time.
* Third level education in Business, Management, or related field
* Proven experience in a customer service focus role.
* Strong leadership and team management skills.
* Excellent communication and interpersonal skills.
* Ability to handle escalated issues with professionalism and tact.
* Proficient in using MS Office & ERP software.
* Strong analytical skills and the ability to interpret data to drive performance improvements.
* Ability to work in a fast-paced environment and adapt to changing priorities.