Customer Service Lead

Posted 14 November 2023
Job type Permanent
Discipline Office Support
Contact NameRena Weld

Job description

What you need to know
We are currently seeking a Customer Service Lead for our client, in the pharmaceutical industry, based in Tipperary.

In this position, you will act as the Customer Service Lead and will report into the Customer Service Manager

This is a permanent position based on-site.
Your new job
Key duties and responsibilities:
  • Co-ordinating a team of customer service representatives to ensure they are providing excellent service to customers.
  • Direct support to customer service representatives in processing customer orders.
  • Managing export customers, including the complete order process.
  • Helping customers by answering questions, resolving problems, and providing information about products and services.
  • Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently.
  • Supporting the Customer Service Manager in measuring performance - by conducting regular audits to identify areas for improvement and adjust accordingly.
  • Developing and implementing process improvements to increase efficiency in customer service operations.
  • Creating reports on customer feedback or satisfaction to help improve the customer service experience over time.
  • Organising and conducting training sessions for new employees on company policies and procedures for dealing with customers.

What are we looking for?
  • 2 years of experience and a proven track record in Customer Service
  • A keen interest and aptitude with IT systems
  • Experience of using SAP or a similar system
  • Excellent knowledge of Microsoft Office applications, particularly Excel
  • Strong ability to multitask and prioritise workloads.
  • Experience working in an international/global organisation with multiple affiliates would be desirable but not essential.
  • A third level degree in related discipline is desirable but not essential.

By applying, you are giving consent for Matrix Recruitment to contact you about this job. We collect your data for recruitment purposes only and will retain it for the duration required as outlined in our privacy policy. All CVs are kept confidential and will not be submitted to any clients without your knowledge and consent.
Please note that due to the expected high volume of applications we can only reply to applicants suitable for the position. In the interest of protecting your data and informing you of your rights we will notify you should we retain your information by issuing an acknowledgement email and a request for consent where not already expressly given.