Customer Service Team Lead

3 weeks ago

Dublin, Ireland Teamworx Ltd Full time

Teamworx are delighted to announce this opportunity for a skilled and motivated Customer Service Team Lead to join our team in Dublin, Ireland.
As a Customer Service Team Lead, you will play a pivotal role in supervising and guiding a team of customer service representatives to deliver exceptional service to our customers.
If you have a passion for customer satisfaction and the ability to lead and inspire a team, we want to hear from you.
Key Responsibilities:
- Lead and mentor a team of customer service representatives.
- Provide guidance, training, and ongoing support to team members.
- Set clear performance expectations and conduct regular performance evaluations.
2. Customer Support:
- Handle escalated customer inquiries and resolve complex issues efficiently.
- Ensure that team members provide courteous and effective support to customers.
- Monitor and manage the team's workload to meet service level agreements.
3. Process Improvement:
- Collaborate with the Customer Service Manager to identify process improvements.
- Implement and enforce best practices to enhance the customer service experience.
- Actively contribute to the development and improvement of customer service procedures.
4. Reporting and Analysis:
- Generate reports and analyze customer service data to identify trends and areas for improvement.
- Use data-driven insights to optimize team performance and customer satisfaction.
- Provide regular reports to management on team performance and key metrics.
5. Customer Feedback:
- Gather and analyse customer feedback to identify opportunities for improvement.
- Implement strategies to address customer concerns and enhance overall satisfaction.
- Encourage team members to proactively seek feedback and suggestions from customers.
6. Training and Development:
- Assist in the training and development of new and existing team members.
- Foster a culture of continuous learning and improvement within the team.
- Ensure team members are knowledgeable about company products and services.
- Collaborate with other departments, such as sales, marketing, and product development, to improve the overall customer experience.
- Communicate effectively with cross-functional teams to resolve customer issues.
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 the Customer Service Team Lead position in Dublin, please submit your CV to Maurice ****** or call 045898037 for more information.
TEAMWORX is an equal opportunity employer.
We value diversity and are committed to creating an inclusive workplace for all employees.
For many more opportunities in Retail and Hospitality check out teamworx.ie
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