Customer Service Manager
Immedis, Ireland
Job Description
Immedis is a purpose-built, global payroll platform that supports the complete end-to-end payroll cycle and provides advanced reporting and real-time data analytics - addressing its client's global payroll needs in 150 countries worldwide.
Immedis is part of CluneTech, a suite of companies providing cutting-edge solutions that simplify global business. We have been recognised as a Great Place to Work for 7 consecutive years, a Best Workplace for Women for the past 3 years and most recently, we were delighted to be recognised as a Best Workplace in Tech for the accreditation first year.
Our global footprint encompasses 35 offices worldwide and we do business across 100 countries on a daily basis. We have over 1,600 employees globally and are currently looking for the newest member of our teamWe need you to come on board and help make a difference.
Immedis is growing its customer support service team and is searching for a Customer Support Manager to lead this team. As this is a critical role, the successful candidate will develop and maintain a team and culture focused on the customer first. If you are agile, can work independently, can influence others, and drive change across a program, then this role is for you.
Objective
As the Customer Support Manager, you will have full autonomy to develop the team and drive the customer first agenda working with the other functional heads in Immedis.
Responsibilities:
Ticket and Escalation Management: Ensuring our customers receive best in class support and both our internal teams and external partners are communicating with customers efficiently.
Service Management: Owning the service management metrics. Improving your team’s performance, building the skill level within the team to reduce the escalation needed.
People Management: As a leader of a team, you will develop people, guide them and work with them to unlock their full potential. You will also lead by example, resolving the toughest of issues from customers and partners and ensuring that your team consistently delivers at a high level
Stakeholder Management: Our business supports a global customer base, located across the world - so you will interact and collaborate with teams from the different regions and cities across the globe, with the overall aim of constantly improving our level of service provided to our customers. This might include but not limited to: exceeding on agreed service levels, suggesting improvements, or crafting structures to best run our support service.
Processes - Own the creation and enhancement of processes, policies and materials to improve the quality and efficiency of our Customer Support department. Educate and train internal and external stakeholders as required.
Reporting - Produce service reports as requested by management
Requirements
- Minimum of 5+ years experience in running a customer service/support team
- Great communication skills
- Fluent in written and spoken English.
- Cool and calm under pressure.?You have superior organizational skills, integrity, and great follow-through on tasks.
- You are a problem solver! Demonstrated record of executing projects that measurably improved customer experiences. A strong track record of achievements
- You are passionate about service excellence:?You are logical, analytical and have experience resolving team productivity or quality issues in efficient ways.
- Highly driven amp; self-motivated to work as required to deliver projects.
- Hands-on approach to ensure the deliverables are produced on time with high quality.
- Experience in Zendesk would be a nice to have
Benefits
Why work with us?
At Immedis, We are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.
Recognised as both a Great Place to Work and Deloitte's Best Managed Company, we believe that recognition goes much deeper than just financial rewards. Therefore, in addition to a competitive salary, we also offer an exclusive benefits package that includes:
- Full healthcare plan with Laya Healthcare
- Competitive pension
- Flexible Working Policy with a combination of remote and office working
- Lifework days: day each quarter to get your life work done
- Summer flex hours where you can work your 37.5 hours across 4.5 days
- 23 days annual leave + 2 CluneTech Holidays