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CUSTOMER SUPPORT MANAGER
Company:NEWSWEAVER |
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Job Reference Number |
14570941 |
Client ID: |
RI/ |
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Posted On: |
Feb 20 2012 |
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Location: |
CORK |
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Job Type: |
Permanent |
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Salary: |
DOE |
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Position Type: Permanent, Full Time
Report To: CEO
Salary: Competitive
Location: Cork City
Start Date: Open
Reference: NW_OM1211
Newsweaver is Europe's leading email newsletter software provider and one of Ireland’s fastest growing technology companies (2010 Deloitte Technology Fast 50). It was voted Cork Chamber of Commerce SME of the year in 2009. We work with over 1,000 organisations across Europe including, Shell, MTV, European Parliament, Philips, Siemens, NextiraOne, IBEC, InterContinental Hotel Group and Matchtech PLC
We are looking for an energetic, dynamic self starter to join our Management Team in the role of Customer Operations Manager. This is a fantastic opportunity for the right candidate to work in a market leading company. Reporting to the CEO, you will be responsible for actively managing and leading the activities of a busy and proactive support & services team
PRIMARY RESPONSIBILITIES...
Forster and develop a proactive culture of understanding the customer needs, responding to them and going above and beyond to exceed their expectations
Be the single point of responsibility for customer’s requirements, being their voice within the company.
Manage the day-to-day operations of our busy customer support & services team.
Continuously review current strategies, procedures, and processes in order to create an environment of continual improvement resulting in improved customer service.
Work to agreed targets on customer retention rates, issue resolution time-frames, numbers of customers put live
Quantify and manage customer concerns/complaints ensuring effective communication on issues both internally & externally and follow up to ensure close out of issues;
Recruit, develop, supervise, and evaluate team members
Manage the budgets for the Support & Services team;
KNOWLEDGE AND SKILL REQUIREMENTS
To be successful in this role you will need to manage, lead and develop your support & services team. A background in IT is essential with some understanding of the industry. It is equally important that you have worked in a management role with experience of leading a customer service team. The successful candidate will have:
- An ability to operate with high energy and flexibility in a fast-paced constantly evolving team environment;
A comprehensive understanding of the Web, IT, and knowledge management functions;
An ability to lead and motivate your team
Ability to effectively influence and communicate cross-functionally with all levels of management
Strong analytical and problem solving skills
Excellent computer applications skills.
Experience in staff development through training and development activities.
Hold a relevant degree (BA/BSc), or other quantitative discipline;
o Ability to motivate and lead your teams to produce quality results
o A proactive self starter who is able to work both independently and as part of a team.
- Strong organisational skills and attention to detail.
Ability to prioritise work to meet challenging targets and deadlines.
Excellent communication skills
We offer a competitive benefit and compensation package. Newsweaver is an Equal Opportunity Employer.
To apply for this role or for further information please contact Gina at careers@newsweaver.com
