Global Customer Experience Leader

1 day ago

Dublin, Dublin City, Ireland beBeeCustomerService Full time €75,000 - €105,000
About the Role

As a Senior Customer Service Manager, you will be responsible for leading high-performing teams to deliver exceptional customer experiences. Your primary goal is to ensure timely and efficient service delivery while driving business growth and profitability.



Key Responsibilities:
  • Supervise two teams of customer service representatives in EMEA and India, providing guidance on meeting service level agreements (SLAs) and key performance indicators (KPIs).
  • Maintain daily operations, including planning, assigning, and directing work to ensure all SLAs and KPIs are met.
  • Cultivate strong relationships with stakeholders within Finance and Sales.
  • Manage the Order-to-Cash process, ensuring order processing holds are addressed promptly, and communicate product availability proactively to customers.
  • Evaluate agent call quality performance regularly and assist representatives in resolving customer escalations efficiently.
  • Lead recruitment, training, evaluation, coaching, and development of staff; administer rewards and disciplinary actions as necessary.
  • Foster a culture of excellence by coaching employees to align with company values.
  • Analyze operational processes, identify areas for improvement, and implement changes to enhance service delivery.
  • Collaborate with other departments to resolve order status, product, production, delivery, and billing inquiries.
  • Document key process steps necessary for delivering required service levels and communicate updates to affected teams.
  • Provide regular reports to senior management, FP&A, and stakeholders.
  • Perform additional tasks as assigned or required.


Requirements:
  • Bachelor's degree or equivalent from an accredited institution and/or a minimum of three years' experience in people management, international business, and payments terms.
  • Experience dealing with international business (import/export), working with Letter of Credit and Incoterms preferred.
  • A minimum of three years managing customer service or contact centre teams in multiple locations.
  • Background in manufacturing, medical devices, or pharma industries preferred.
  • Outstanding communication skills, both verbal and written; ability to communicate effectively across functions.
  • Passion for delivering world-class service experiences.
  • Results-driven leader with resilience and adaptability in fast-paced environments.
  • Demonstrated critical thinking, problem-solving, and analytical skills.
  • Proven track record of improving operational efficiency and quality through process implementation.
  • Ability to manage remote teams and flexible working hours to support global regions.

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