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Overview of Role: Our client based in Co Louth/ Meath is seeking a Customer Services Support Team Lead on a full-time permanent basis.
Join our Customer Success team to help our customers realise the full business benefits of our products and solutions.
Reports to Customer Operations Manager but works collaboratively with cross functional teams such as Engineering and Product.
Give specific directions to the support team members to enable them meet specific customer needs.
Showcase level of expertise by providing satisfactory explanations and solutions to customer questions and issues to gain their confidence.
Create and manage both intra and inter team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas for improvement.
Maintain a central problem management route with clearly defined process steps and responsibilities at predefined levels of resolution, Levels 1, 2 and 3, ensuring team members handle all issues in line with SLA’s and progress them in a timely manner.
Take measures of crisis management to determine the severity level of issues being managed, and control all effects that may arise, particularly from high severity customer issues or long delayed customer issues to avoid senior level escalation.
Organise training and/or make arrangements for team members to receive training on the latest and best practices in handling support related issues and on the products, platform and services being supported.
Keep accurate and timely records of all customer request handling activities in the support department and present them to management upon request for evaluation.
Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
Key Skills Required
Good knowledge and proven experience in customer relationship management with a commercially focused mindset. Enjoy working with customers.
Be knowledgeable about ERP systems, SaaS eCommerce systems, and support desk tools such as Zendesk, Hubspot Jira or other similar tools
Excellent communication skills – both written and verbal.
Attention to detail, with particular emphasis on excellent problem analysis skills
Excellent time management, with the ability to multi-task and take task switching in their stride
Ability to showcase good leadership skills to motivate and carry team members along.
3 – 5 years in senior support or support team leadership role, preferably in a software company
Education and Experience
Some proven work experience with SaaS / ecommerce based applications is an advantage
If you are interested in the above role, please apply to job reference HM/670 on www.recruitmentbureau.com. Please send your cv in a Word format.
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