Customer Service Manager
- Recruiter
- La Creme
- Location
- Shannon
- Salary
- Competitive
- Posted
- 27 Mar 2018
- Closes
- 27 Apr 2018
- Job role
- Accountant
- Sector
- Accounting - Public practice
- Experience level
- Manager
Our client is a market leader in their field. They are seeking a Customer Service Manager to lead their team. This is an excellent opportunity to grow in an excellent and thriving multinational company. Essential Job Functions: Manage a team of Multilingual Customer Service Representative Ensure efficient and effective operations of the European Customer Service Team Manage Customer Service KPI's and evaluate productivity Work closely with the Sales Director, Finance Controller and National Sales Managers to deliver best in class customer service Ensure a culture of teamwork, support and co-operation is fostered within the Customer Service Team Manage the Customer Service Team to ensure that sales and revenue generation is maximised through new and existing customers Key Responsibilities and Accountabilities: Manage the Customer Service Teams Managing the Customer Service teams to deliver their objectives Sales Support Take and process orders through the telephone, email, website, post and fax "Upsell" products to customers Maintain Customer Relationship Management (CRM) database Any other duties as relevant to sales support Administration Customer Care Respond to all customer queries in a timely and professional manner Take ownership of all customer enquiries Maintain contact with customers to build relationships and maintain customer satisfaction Ask questions to better understand customers' needs Solve customer problems escalated by the Customer Service team Any other duties as relevant to customer care Company Standards Endorse and abide by Company policies and procedures. PERFORMANCE MEASURES The following KPI's are general targets which will be set at the start of the year and reviewed at monthly meetings with the Sales Director. An annual review will also take place where the performance, duties and responsibilities will be fully appraised and documented Skills and Abilities Proven track record of success with programs to improve, upgrade, and enhance customer sales, service and performance Strong record of coaching, leadership and interpersonal skills Demonstrated organizational and project management skills Accurate and professional written and verbal communication Experienced with customer service software technologies (CRM) Advanced experience with standard MS Office (Word, Outlook, Excel) Minimum Requirements 5+ years of customer service operations 3+ years of management experience Proven expertise utilizing key metrics to evaluate and recommend best practices for customer service centre operations Proficient written and verbal communication in French and German preferred Education : 4-year Undergraduate Degree preferred