Based in Dun Laoghaire, we are recruiting a Customer Service Team Leader who is seeking to join a successful company. We are offering an opportunity to develop your skills and to be part of an exciting opportunity to join our team, which is in a new phase of growth.
You will support the Finance and Operations Manager in managing the day to day running of the Registrations Service team. Delivering high calibre customer excellence and metrics to our accredited Registrars You will also represent the team in communications with our customers and provide all levels of support when necessary. You will act as the point of escalation and be responsible for all aspects of the process, liaising closely with our accredited Registrars and internal departments. There will also be a strong element of analytical metrics review & input, project management, new process incubation, induction, process improvement and roll-out.
Our culture is centred on embracing a growth mind-set, inspiring excellence and innovation. We encourage teams and leaders to bring their best each day. Ours is a people centred culture in a digital age.
Role Description/Responsibilities:
Support the Finance and Operations Manager in the day to day running of the Registrations Service function
Measure, monitor and report on established Customer excellence KPI's ensuring that they are met on an on-going basis.
Ensure that processes & procedures are up to standard and applied as required, developing them further in collaboration with management
Development of new CS/CX processes
Cross-functional collaboration to eliminate potential issues and minimise customer impact.
Responsible for managing customer issues or complaints to a high level of professionalism
Support team to achieve results with the highest possible standard of quality and delivery
Ad-hoc roles and responsibilities as determined by the Finance and Operations Manager/CEO
Involved in Talent Management and recruitment for the Registrations team
Responsible for day to day work schedule and leave management of Registration Services Team
Work closely with HR in facilitating the induction and training of all team members.
Ensure that the Registration Services team is fully trained up and aligned on all processes
Required Qualifications/ Experience & Acumen:
Have attained or working towards a third level degree in Business Studies or other related degree
2-3 years’ experience in a Team leader or similar role in Customer Excellence or Client Services function with demonstrated ability to manage a motivated and effective team, fostering an open, collaborative environment where experience is shared
Excellent communication and interpersonal skills
Previous experience using third party ticketing software(such as Zendesk/Deskpro) and/or experience in Project Management
CRM experience desirable for this role.
Ability to collaborate effectively across teams
Analytical mind-set and proven ability to turn data into action
Experience in confidently interacting with customers and ability to effectively balance company and customer needs.
Good knowledge of Microsoft Office; including Outlook, Word, Excel and PowerPoint
Innovative thinking with a passion for problem-solving
Proven track record in delivering KPI's
Excellent organisational and time management skills
Results orientated
Strong negotiation skills
Desired Skills:
Any of the additional skills listed below would be an advantage:
Good process design and procedure writing skills experience
Prior experience in an online search, social media, internet, advertising, e-retailing, marketing company
General understanding of online merchants, online search engines/sites, web consumers, logistics providers, payment providers
Salary:
Salary €28-30K + Bonus Scheme (Salary commensurate with experience and qualifications)
Comprehensive induction and sector familiarisation will be provided
Training & Professional Development Provided
Company contribution matching Pension Scheme
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We celebrate diversity and are proud to be an equal opportunities workplace and employer. We are committed to equal employment opportunity regardless of race, religion or belief, ethnic or national origin, sexual orientation, age, citizenship, civil status, disability or gender identity.