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Bilingual Customer Support Manager
by Cork Branch in Waterford
Bi-Lingual Customer Service Manager
Job Summary
The successful candidate will have responsibility for the management and support of the Customer Service functions for Bermuda Operations. The manager will ensure high quality service to customers.
The team's hours of operation will require shift work from Monday - Friday so the successful candidate will need to be willing to work flexible hours.
Main Accountabilities:
· Manage the activities of the customer service department, ensuring that adequate resources and technical skills are available to service customers in accordance with company standards.
· Resolve complex escalated problems by serving as a product/procedure expert for the team.
· Act as a liaison between the Customer Service team and the Sales Organisation.
· Ensure that all customer requests are handled within standard and to the highest quality standards.
· Establish controls to monitor all out-going correspondence to ensure accurate and professional responses.
· Monitor in-bound calls for quality purposes.
· Conduct monthly feedback sessions and consistently coach/develop employees with timely/constructive feedback and positive recognition.
· Identify training needs for individuals on the team based on quality results, customer feedback and business need.
· Ensure timely, accurate and consistent documentation of service issues and service successes.
Education/Experience
- BA/BS Degree or equivalent experience
- Minimum of 3 years as a Customer Service Manager
- Previous experience in Financial Services is preferred
- Previous experience of supporting a sales organisation is preferred
Skills/Knowledge
- Fluent Spanish is required and knowledge of Portuguese is distinct advantage
- Strong communication skills
- Demonstrated leadership skills
- Proven ability in decision making
- Proven ability to drive change, managing the business
- Excellent organisation and prioritisation skills
- Ability to multi-task in a highly pressurised environment
- Flexibility to travel
If you are interested in applying please send C.V to Teresa, cork@manpower.ie
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