Customer Service Manager
Sanderson Recruitment
- Ireland
- €50,000-55,000 per year
- Permanent
- Full-time
Type of Vacancy: Permanent Position
Reporting to: Director of Finance and OperationsPosition Overview
Sanderson is partnering with one of Ireland's leading educational publishers for primary and post-primary, they are seeking a Customer Service Manager. Reporting to the Executive Director of Finance and Operations, you will play a pivotal role in ensuring exceptional service delivery to customers. You'll lead and organise the entire customer services department, fostering a culture of excellence and responsiveness. Your mission will be to enhance customer satisfaction, resolve issues efficiently, and maintain strong relationships with all our partners.
Responsibilities
- Department Leadership: Oversee the customer services team, providing guidance, mentorship, and strategic direction. Foster a collaborative and motivated work environment.
- Service Excellence: Set high standards for customer interactions, ensuring timely and effective responses to inquiries, complaints, and feedback.
- Process Optimisation: Continuously evaluate and improve customer service processes, including ticket management, communication channels, and resolution workflows.
- Customer Relationship Management: Build and maintain strong relationships with key stakeholders, including wholesalers, retailers, teachers, and schools.
- Quality Assurance: Monitor service quality, track performance metrics, and implement corrective actions as needed.
- Complaint Resolution: Handle escalated customer issues, demonstrating empathy, problem-solving skills, and a commitment to resolution.
- Training and Development: Develop training programs for customer service representatives, emphasising product knowledge, communication skills, and conflict resolution.
- Collaboration: Work closely with other departments (sales, marketing, distribution) to align customer service efforts with overall business goals.
- Market Insights: Stay informed about industry trends, customer preferences, and emerging technologies to enhance service offerings.
- Experience in implementing new systems, an advantage.
- Strong leadership skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal abilities.
- Analytical mindset for data-driven decision-making.
- Passion for enhancing customer experience.