Customer Service Manager

3 weeks ago

Galway, Galway, Ireland CPL Full time
CUSTOMER SERVICE MANAGER

My client, an innovative online retail company dedicated to delivering exceptional customer experiences that drive loyalty and satisfaction, is looking to hire a highly motivated Customer Service Manager with AI Solutions experience to lead our team of customer service agents, refine our processes, and enhance their customer communication strategies.

Responsibilities:

· AI solution: Set up and continuously improve a best-in-class AI solution to handle most of our communications with customers.

· Team Leadership: Recruit, train, motivate, and oversee a team of customer service agents to ensure high performance and engagement.

· Process Improvement: Analyse existing customer service policies and processes to identify opportunities for improvement and implement necessary changes.

· Performance Monitoring: Track key performance indicators (KPIs) and metrics to evaluate team success and customer satisfaction.

· Customer Communication: Ensure clear, consistent, and effective communication with customers across all channels.

· Policy Development: Formulate and update customer service policies to align with company goals and industry best practices.

· Conflict Resolution: Handle escalated customer concerns with professionalism and a focus on resolution.

· Collaboration: Work closely with other departments to address customer feedback and align service strategies with business objectives.

Qualifications:

· Experience integrating or managing a best-in-class AI solution to manage customer enquiries.

· Experience managing remote teams

· Experience in managing customer service teams in a leadership role.

· Experience in formulating policy.

· Strong understanding of customer service policies, processes, and best practices.

· Excellent leadership and motivational skills.

· Exceptional verbal and written communication skills

· Proficient in using customer service management tools and software.

· Analytical mindset with the ability to interpret data and make informed decisions.

· Strong problem-solving and conflict-resolution skills.

If you are interested in this position, please hit the 'Apply Now' button or email [email protected] for more information.

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#CplDavidConnolly

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