Customer Service Manager

  • Job Reference: CSM
  • Date Posted: 7 January 2021
  • Recruiter: EXEC Search
  • Location: Dublin, County Dublin
  • Salary: €55,000 to €60,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent
  • Contact: Recruitment Team
  • Telephone: 01 687 4888

Job Description

A leading retailer based in Dublin West is seeking a Customer Service Manager to join their growing team. The successful candidate will be enthusiastic, energetic and will have a passion for Customer Service. The salary on offer is excellent with the opportunity to grow within the company.

Responsibilities:

  • Enabling the customer service team to be customer-centric and provide an amazing experience.
  • Demonstrate passion and dedication to the company's values
  • Knowing the organisation's products inside and out to step in on escalated customer issues that the team is unable to resolve.
  • Resolving complaints efficiently
  • Develop and implement customer service policies/procedures and that CS staff adhere to these.
  • Define and communicate customer service standards.
  • Oversee the achievement and maintenance of agreed customer service levels and standards.
  • Direct the daily operations of the customer service team.
  • Plan, prioritise and delegate work tasks to ensure proper functioning of the department.
  • Ensure the necessary resources and tools are available for quality customer service delivery.
  • Review customer complaints and track complaint resolutions.
  • Handle complex and escalated customer service issues.
  • Identify and implement strategies to improve quality of service, productivity, and profitability
  • Liaise with company management to support and implement growth strategies.
  • Co-ordinate and manage customer service projects and initiatives.
  • Evaluate and performance manage staff.


Minimum Requirements:

  • Minimum of 3 years’ experience in customer service management.
  • People management experience.
  • Zendesk experience is advantageous.
  • Strong problem-solving capabilities.
  • Excellent and professional written/verbal communication skills.
  • Must be Customer-centric.