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Customer Service Team Lead

Job description

Job Title: Customer Service Team Lead

Location: Galway City (East side of the City)

Contract type: Permanent

Type of organisation: MedTech

Your role will be to manage and motivate a team of multi-lingual Customer Service Specialists (German, French, Spanish and Italian speakers).

Your Job Responsibilities:

  • You'll be responsible for the performance management of the team and ensuring that team members receive relevant and timely feedback on an ongoing basis.
  • Measure, monitor and report on the team's Customer service KPI’s ensuring that they are met on an on-going basis.
  • Full understanding of how the team’s performance feeds into overall functions and organisational metrics.
  • Collaborate with various stakeholders including Commercial, Quality and Transportation teams and Senior Leadership).
  • Review streamline processes and drive efficiencies awithin the department.
  • Ensuring that the highest levels of training and development are delivered to the team.

 Education & Experience:

  • Minimum 3 years’ experience in managing a customer service team.
  • Strong focus on continuous improvement and KPI’s.
  • Experience in call monitoring systems and strong knowledge of telephone KPI’s.
  • SAP ERP and CRM experience is a distinct advantage.
  • Understanding of and experience in sales distribution and logistics.
  • Third level relevant business qualification or associated discipline.
  • Advanced Excel desirable desirable as well as PowerPoint skills.

If you're not ready to apply but have some further queries please feel free to contact Louisa Poinboeuf at Sigmar Recruitment T: +353 91 455308 E: louisa@sigmar.ie

All applications will be treated with the strictest of confidence.  Sigmar will never forward your CV to a third party without prior consent

 

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