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Customer Support Team Lead

2 weeks ago

Limerick, Limerick, Ireland beBeeLeadership Full time €40,000 - €60,000
Customer Support Leadership Role

As a customer support leader, you will be responsible for managing the daily operations of your team, including phone priorities, daily and special tasks, effective query management & back order scenarios. You will ensure that all daily targets and SLAs are met.

Key Responsibilities:
  • Effectively manage team resources, including management of leave requests.
  • Monitor adherence of team(s) to the Quality Management System (QMS), ensuring that all procedure gaps are resolved and that daily, weekly & monthly stats are issued to the relevant parties.
  • Focus on consistent continuous improvement within the team effort. Propose and support changes in relation to overall systems/process efficiencies.
  • Act as the first point of escalation for individual, team, Divisional & customer issues working with relevant colleagues / leadership team to find effective solutions.
  • Ensure effective communications by holding regular individual 1:1's, and team meetings; and attending and providing feedback from relevant department meetings.
  • Be responsible for recruitment, including interviewing and new hire integration into the relevant team.
  • Be responsible for performance management of team members, including completion of annual performance appraisals and performance improvement plans where relevant as well as support disciplinary procedures where necessary.
  • Work closely with the Training team to ensure that all team members, including new hires, are fully trained on all aspects of their roles. Highlight and address any training gaps as they arise.
  • Coach and mentor all team members on best practice approach to their roles.
  • Ensure that the brand is communicated in a positive and consistent manner to all customers, both external and internal.
  • Ensure all functions to be carried out in compliance with the quality Management system.


Qualifications and Skills:

Key qualifications and skills required for this role include:
  • A relevant third-level qualification is advantageous.
  • In-depth experience of working in a customer service environment.
  • Previous experience working in a team leader role would be an advantage.
  • Fluency in English and Spanish.
  • Strong leadership capabilities.
  • Proven track record in problem-solving.
  • Ability to communicate effectively on an individual and group basis.
  • Excellent organisational and prioritisation skills.
  • Excellent knowledge of computer software packages.
  • Strong customer focus.
  • Self-starter and high self-motivation.
  • Ability to multitask, attention to detail and accuracy essential.
  • Excellent numeric and analytical skills.
  • Willingness and availability to travel on company business.


Seniority Level:
  • Mid-Senior level

Employment Type:
  • Full-time

Job Function:
  • Information Technology

Industries:
  • Medical Equipment Manufacturing