Customer Service Supervisor - Italian Speakers
- Employer
- Manpower Ireland
- Location
- Dublin
- Salary
- EUR60000 - EUR70000 per annum
- Closing date
- 18 Jan 2019
View more
- Sector
- Customer Service and Call Centre
- Job Type
- Permanent
- Hours
- Full-time
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Manpower's client is the world leader in medical technology, dedicated to provide innovative solutions in orthopedic extremity surgery, neurosurgery, reconstructive and general surgery.
* About the role *
Supervise a team of customer service representatives to deliver a world-class customer experience. Provide customer service to our customers in Europe, Middle East and Africa, specifically Italy.
* Responsibilities*
*Supervise a team of 7-12 customer service representatives
*Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
*Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
*Assist Customer Service Representatives in managing customer escalations to a solution or compromise
*Interview, hire, train, evaluate, coach and develop staff; reward and discipline employees
*Coach to behaviors that align to the company values and create a customer excellence culture
*Analyze operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
*Liaise with other departments to resolve order status, product, production, delivery and billing inquiries
* Requirements *
*Bachelor's degree or equivalent from a college or university and/or a minimum of three years' related experience
*Ability to speak, read and write in native Italian and fluent in English
*Passion for customers and delivering a world-class service experience
*Results-driven, energetic and resilient leader that is receptive to change
*Sense of urgency and proven ability to work under pressure
*Strong people management skills with proven ability to recruit, develop and lead team in fast-paced environment
*Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
*Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
*Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable
**** A background in a medical support environment is mandatory for this role ****
Salary: up to 60k + Generous benefits
Location: Blanchardstown, Dublin 15
Sounds Good? Apply today at [email protected] and let's have a chat!
* About the role *
Supervise a team of customer service representatives to deliver a world-class customer experience. Provide customer service to our customers in Europe, Middle East and Africa, specifically Italy.
* Responsibilities*
*Supervise a team of 7-12 customer service representatives
*Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
*Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
*Assist Customer Service Representatives in managing customer escalations to a solution or compromise
*Interview, hire, train, evaluate, coach and develop staff; reward and discipline employees
*Coach to behaviors that align to the company values and create a customer excellence culture
*Analyze operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
*Liaise with other departments to resolve order status, product, production, delivery and billing inquiries
* Requirements *
*Bachelor's degree or equivalent from a college or university and/or a minimum of three years' related experience
*Ability to speak, read and write in native Italian and fluent in English
*Passion for customers and delivering a world-class service experience
*Results-driven, energetic and resilient leader that is receptive to change
*Sense of urgency and proven ability to work under pressure
*Strong people management skills with proven ability to recruit, develop and lead team in fast-paced environment
*Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
*Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
*Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable
**** A background in a medical support environment is mandatory for this role ****
Salary: up to 60k + Generous benefits
Location: Blanchardstown, Dublin 15
Sounds Good? Apply today at [email protected] and let's have a chat!
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