Customer Experience Lead

2 weeks ago

Dublin, Dublin City, Ireland beBeeLeadership Full time

Job Overview:

We are seeking an experienced Team Lead to join our Customer Service department. This is a challenging and rewarding role that requires strong leadership and communication skills.

In this position, you will be responsible for supervising and guiding a team of customer service representatives to deliver exceptional service to our customers. You will play a pivotal role in ensuring that our customers receive the highest level of support and satisfaction.

This is a fantastic opportunity for someone who is passionate about customer service and has a proven track record of leading high-performing teams.

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
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
Process Improvement:
  • Collaborate with management 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
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
Customer Feedback:
  • Gather and analyze 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
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 succeed in this role, you will need to have excellent leadership and communication skills, as well as a passion for delivering exceptional customer service.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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