Our client, a large technology company based in Cork is seeking a Russian Speaking Customer Service/Sales Team Manager to lead a new team.
The purpose of the role is to provide strategic leadership and direction for a team of agents who are offering a post-sales service and support to customers.
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Duties include
Manage customer relationships, retention and resolution of customer problems and to develop a customer contact strategy.
Assist agents to resolve customer concerns and define and develop a customer contact strategy.
Analyse operational processes, escalation procedures and perform training needs assessments.
Identify opportunities for service delivery improvements and development of Customer Service Department procedures.
Liaise with internal teams including sales, finance and fulfilment department to resolve status, production, delivery and billing inquiries.
Manage and lead a ?team of Service professionals in a customer focused environment to provide a high level of quality customer service.
Have a strong understanding of team management.
Work to meet KPI?s and metrics.
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Education/Experience
Fluent written and spoken English and Russian
2/3 years proven people management experience
2/3 years customer service or sales experience in contact centre, consumer retail or hospitality environment.
Proven experience of successfully working to targets in a pressurized environment.
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Personal Characteristics
Very strong communication skills essential including excellent listening skills.
Ability to positively deal with and resolve challenging customer queries.
Excellent customer focus and proven problem-solving skills are essential.
High standard of written and oral communications skills.
Strong time management skills.
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Salary is ?40000 - ?45000
Contact Aoife Moloney at ApproachPeople.
Source: http://www.jobs.ie/ApplyForJob.aspx?Id=1249959
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