Customer Service Operations Manager

5 days ago

Cork, Cork, Ireland beBeeServiceDelivery Full time €58,071 - €85,411
Service Delivery Manager

As a key team member, you will be responsible for delivering exceptional service to our clients.

Key Responsibilities:

  • Ensure that service level agreements are met by monitoring and managing all assigned client queues.
  • Provide daily, weekly and monthly business updates to assigned clients.
  • Manage all clients' escalations and incidents, ensuring full recovery and regular update communication.
  • Coordinate Clients' Incident Reports completion until final submission, adhering to SLA delivery timelines.
  • Develop and report on agreed service improvement plans.
  • Own Clients' projects including big or small events and onboarding/offboarding projects.
  • Organize training and support for clients to ensure process adherence.
  • Participate in assigned training sessions.
Key Interlocutors
  • Kneip clients: first point of contact for service requests outside BAU requiring prioritization and/or escalation.
  • Account Management Team: ensure alignment and proper follow-up with clients.
  • Client Service team Managers: key contacts for resolving client queries.
  • Product Owner: key contact for resolving client queries.
  • IT Engineering: key contact for resolving client queries.

Requirements include at least one year's experience working in a similar role and services provider, fluency in English - French would be considered an asset. Strong communication, problem-solving, teamwork, relationship management, challenge management and project management skills are required.

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