Customer Service Team Leader

2 days ago

Athlone, County Westmeath, Ireland beBeeCustomerExperience Full time €32,000 - €43,000

Job Title: Customer Experience Manager

Description

This is an exciting opportunity to lead a team of customer service professionals and deliver exceptional customer experiences. As a Customer Experience Manager, you will be responsible for building strong relationships with our customers and managing their expectations. You will work closely with the Contact Centre Manager and Supervisory team to formulate targets for individuals and the wider team.

Responsibilities
  • Work closely with the Contact Centre Manager and Supervisory team
  • Assist in the formulation of targets for both individuals and the wider team
  • Hire and onboard new colleagues
  • Provide continued support to colleagues through encouragement, coaching, and guidance
  • Deliver observational feedback and 1:1 appraisals with colleagues
  • Measure performance with key metrics such as call abandonment and call waiting
  • Handle complaints and provide solutions and options efficiently
  • Ensure all colleagues understand and comply with all performance standards, objectives, and policies
  • Provide KPI weekly, monthly, and annual reports
  • Explore new opportunities and solutions to add value to the wider team
  • Keep all training and development records up to date
  • Keep all agent files up to date including attendance, appraisal, and performance
Required Skills and Qualifications

To be successful in this role, you will need to possess strong leadership skills with the ability to work under pressure while leading and motivating your team. You will also need excellent communication skills, both verbal and written, with the ability to explain and present well. Being proactive and well-organised, with multitasking ability, is essential. Additionally, you should be enthusiastic and self-motivated, with a problem-solving attitude and experience within a customer service department.

Benefits

This role offers a range of benefits, including the opportunity to work in a fast-paced environment, attract those who are open to challenges, passionate about serving customers to the best of their ability, and wanting to deliver excellence.

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