Our client a highly successful Cork based company are currently seeking an experienced Team Lead within the Customer Services Department.
The Team Lead will be responsible for maintaining overall efficient and smooth operation of the Customer Service department by providing daily direction to team members. Utilize in-depth knowledge of company products, services, programs and systems to provide effective customer service and satisfaction for external/internal clients.
Maintain efficient and smooth department operation by...
providing team members with information and tools required to perform their job
monitoring staff work flow and dispersing work load appropriately among team members
assisting team members with their questions and concerns
tracking and reporting to customer service manager information on individual associate performance
interviewing prospective candidates for open positions
effectively resolve problems/concern that arise
assist team members in setting goals and establishing project assignments.
Ensure that clients receive quality service and support in an efficient, knowledgeable, and timely manner by ....
providing daily direction and communication to team members
coordinating with sales, other departments, and management to establish processes and procedures
performing back-up services as necessary;
filling in as necessary when team members are absent;
assisting team members as necessary with their daily assignments;
troubleshooting concerns/problems;
attending departmental meetings, participating in strategic meetings, follow up on all internal correspondence; provide off-hours assistance.
Create and maintain a high quality work environment to motivate associates to perform at their highest level by ...
proactively managing and supporting team;
providing appropriate feedback to associates on their accomplishments and performance;
developing team and individual goals and objectives;
writing and delivering fair and accurate performance appraisals;
providing consistent recognition and disciplinary action as necessary;
confirm that team members receive proper and complete training to perform their duties.
Establish work procedures and processes to support company and department standards and goals by .....
ensuring associate performance meets established protocols and procedures consistently;
attending and participating in meetings to keep current with policies and procedures.
Candidate Requirements :
Proven and demonstrated leadership experience required
Leaving Certificate and third level business qualification preferred
Minimum of 2-3 years in a Customer Service position
Computer proficiency in MS Windows, MS Word, MS Excel, Microsoft Outlook, Internet, Reservations Systems
Excellent interpersonal & communication skills (written and verbal)
Accurate typing of 30 wpm
Fluency in English. Second European language desirable but not essential
Problem resolution skills
Excellent organizational and prioritization skills
Ability to properly handle and maintain confidential issues, information, and concerns
Ability to interpret, develop, and administer policies and procedures
Proven ability to develop and motivate team members
Ability to work well under pressure, multi-task and meet deadlines
Ability to work alternate shifts is a job requirement.
Ability and flexibility to perform all other job-related and ad-hoc duties as required
Please contact Frances Kelly immediately on 00 353 21 4805989 or 00 353 86 8223756 or email your details to xxxxxxx@xxxxxxxxxxxxx.xx
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