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Customer Service Director

Job in Dundalk - Ireland
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Company: BoyleSports
Full Time position
Listed on 2020-02-20
Job specializations:
  • Customer Service/Help Desk
    Call Center, Customer Service Rep, Retail Customer Service, Expat Customer Service
  • IT/Tech
Job Description & How to Apply Below
Role: Customer Service Director

Location: Dundalk

Primary purpose of the role:

The Customer Service Director leads communications and customer engagement and develops

innovative approaches to research, collaboration, and customer satisfaction measurement that

create improved value for the company and enhanced experiences for customers.

Core Job Responsibilities:

  • Lead the development, implementation and evaluation of strategic, tactical and
  • operational customer engagement plans, programs, and initiatives to align with the
  • company™s customer service vision and strategies across both the retail and digital
  • platforms
  • Key accountability to deliver a first class customer service function for the customers of
  • BoyleSports across both the retail and digital platforms
  • Advise the Senior Management on customer satisfaction measures, customer
  • experience/service strategies, programs, initiatives and emerging issues to enable
  • customer-centric strategic decision processes and major or critical issues response
  • Plan and provide leadership to the implementation of integrated customer engagement
  • and communication initiatives to improve and enhance the perceptions and experiences
  • of customers
  • Lead and/or direct specific customer research programs, dialogue and other forms of
  • engagement to understand key concerns and issues and inform review and
  • enhancement of customer services and service delivery models
  • Drive the ongoing development of a customer service culture across the organisation,
  • supported by effective policy and process frameworks and responsive customer service
  • systems to embed best practice customer-centric behaviours
  • Identify opportunities for enhanced service delivery through online and e-services
  • delivery, and the application of social media, mobile apps and technologies to optimise
  • customer experience
  • Championing a long term strategic focus on driving the customer experience, balanced
  • against the need for immediate response to urgent unplanned issues
  • Establish effective networks to enable performance benchmarking, monitor industry
  • trends. Create a culture which embraces high quality customer service across the
  • organisation, ensuring that management systems and processes drive service delivery
  • outcomes
  • Proactively embrace and manage efficiently and most cost effectively fraud and
  • potential fraud
  • Responsibility for the Fraud and Finance function of the business; delivering a
  • department that protects the business from fraud but does not encumber the customer
  • experience
  • Identify opportunities for enhanced automated monitoring of fraud and potential fraud
  • Reporting to Senior Management on fraud trends and measures, strategies, initiatives,
  • industry levels and any potential issues
  • Role Requirements:

  • BA in an appropriate field.
  • Candidates should have at least 5 + years™ experience at a Managerial level and 7 + years
  • within a Customer experience/service environment in a retail/digital, high transactional
  • velocity environment.
  • Experience in delivering strategic solutions.
  • A successful track record in leading projects.
  • Results focused driven individual is a must.
  • Must be fluent in English.
  • Excellent verbal and written communication, presentation and negotiations skills required.
  • Must be available to travel in Europe/Asia.
  • Position Requirements
    Less than 1 Year work experience
    Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
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