CUSTOMER SERVICE MANAGERMy client, an innovative online retail company dedicated to delivering exceptional customer experiences that drive loyalty and satisfaction, is looking to hire a highly motivated and experienced Customer Service Manager to lead our team of customer service agents, refine our processes, and enhance our customer communication strategies.RESPONSIBILITIES:1. Team Leadership: Recruit, train, motivate, and oversee a team of customer service agents to ensure high performance and engagement.2. Process Improvement: Analyse existing customer service policies and processes to identify opportunities for improvement and implement necessary changes.3. Performance Monitoring: Track key performance indicators (KPIs) and metrics to evaluate team success and customer satisfaction.4. Customer Communication: Ensure clear, consistent, and effective communication with customers across all channels.5. Policy Development: Formulate and update customer service policies to align with company goals and industry best practices.6. Conflict Resolution: Handle escalated customer concerns with professionalism and a focus on resolution.7. Collaboration: Work closely with other departments to address customer feedback and align service strategies with business objectives.REQUIREMENTS:1. Experience in managing customer service teams in a leadership role.2. Experience in formulating policy.3. Strong understanding of customer service policies, processes, and best practices.4. Excellent leadership and motivational skills.5. Exceptional verbal and written communication skills.6. Proficient in using customer service management tools and software.7. Analytical mindset with the ability to interpret data and make informed decisions.8. Strong problem-solving and conflict-resolution skills.If you are interested in this position, please hit the 'Apply Now' button or email David.connolly@cpl.ie for more ..... full job details .....