Customer Service Manager

Job Description:

Groupon International Limited is seeking a passionate and driven Customer Service Manager to join our team in Galway, Connacht, Ireland. As a mid-to-senior level professional with at least 8 years of experience in customer service, you will be responsible for managing and leading a team of customer service representatives to ensure the highest level of customer satisfaction.

Responsibilities: - Develop and implement customer service policies and procedures to ensure efficient and effective operations - Monitor and analyze customer service metrics to identify areas for improvement - Train, mentor, and coach customer service representatives to enhance their performance - Handle escalated customer complaints and provide timely and effective resolutions - Collaborate with other departments to address customer issues and improve overall customer experience - Stay informed about industry trends and best practices in customer service - Drive innovation in customer service delivery and implement new technologies or strategies to enhance customer satisfaction - Conduct regular performance reviews and provide feedback to team members to promote professional growth and development - Maintain a positive and motivating work environment that encourages teamwork and collaboration

Requirements: - Bachelor's degree in Business Administration or related field - 8+ years of experience in customer service, with at least 3 years in a managerial role - Excellent communication and interpersonal skills - Strong leadership and decision-making abilities - Proven track record of driving customer satisfaction and loyalty - Ability to work in a fast-paced and dynamic environment - Strong presentation skills and the ability to articulate complex ideas effectively - Innovative mindset with a passion for continuous improvement - Proficiency in CRM software and other customer service tools

Benefits: - Paid sick leave - Disability insurance - Remote work flexibility

Working Environment: At Groupon International Limited, we encourage curiosity and questioning to fuel innovation and growth. Our team thrives in a collaborative and supportive environment where everyone's contributions are valued and recognized.

Equal Opportunity Statement: Groupon International Limited is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by applicable laws. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.