Customer Service Lead Opportunity
\
We are seeking a skilled and motivated Customer Service Lead to join our team in Dublin, Ireland.
\
This role plays a pivotal part in supervising and guiding a team of customer service representatives to deliver exceptional service to our customers.
\
Your key responsibilities will include:
\
\
1. Leading and mentoring a team of customer service representatives.
\
2. Providing guidance, training, and ongoing support to team members.
\
3. Setting clear performance expectations and conducting regular performance evaluations.
\
4. Customer Support: Handling escalated customer inquiries and resolving complex issues efficiently.
\
5. Ensuring that team members provide courteous and effective support to customers.
\
6. Monitoring and managing the team's workload to meet service level agreements.
\
7. Process Improvement: Collaborating with the Customer Service Manager to identify process improvements.
\
8. Implementing and enforcing best practices to enhance the customer service experience.
\
9. Actively contributing to the development and improvement of customer service procedures.
\
10. Reporting and Analysis: Generating reports and analyzing customer service data to identify trends and areas for improvement.
\
11. Using data-driven insights to optimize team performance and customer satisfaction.
\
12. Providing regular reports to management on team performance and key metrics.
\
13. Customer Feedback: Gathering and analyzing customer feedback to identify opportunities for improvement.
\
14. Implementing strategies to address customer concerns and enhance overall satisfaction.
\
15. Encouraging team members to proactively seek feedback and suggestions from customers.
\
16. Training and Development: Assisting in the training and development of new and existing team members.
\
17. Fostering a culture of continuous learning and improvement within the team.
\
18. Ensuring team members are knowledgeable about company products and services.
\
19. Collaborating with other departments to improve the overall customer experience.
\
20. Communicating effectively with cross-functional teams to resolve customer issues.
\
21. Required Skills and Qualifications:
\
\
* Bachelor's degree in business or a related field (or equivalent work experience).
\
* Proven experience in a customer service or support role.
\
* Strong leadership and team management skills.
\
* Excellent communication and interpersonal skills.
\
* Analytical mindset with the ability to use data for decision-making.
\
* Problem-solving and conflict resolution skills.
\
* Knowledge of customer service software and tools.
\
* Strong organizational and time management abilities.
\
* Ability to work effectively in a fast-paced, dynamic environment.
\
* Familiarity with relevant regulations and compliance requirements.
\
* To apply for this opportunity, please submit your CV to us or contact us for more information.
\
* We value diversity and are committed to creating an inclusive workplace for all employees.