Customer Service Manager - Italian in Ireland


Sigmar Recruitment is recruiting for a Customer Operations Manager (with Italian) on behalf of our client, CarTrawler. This is an excellent oppotunity for a Team Leader who wants to joing an ambitious and innovative company.



A bit about Us



CarTrawler is the Irish technology company behind one of the most widely distributed car rental booking engines in the world. We are an Irish success story. Founded in 2004, with 12 employees, we have grown from strength to strength. We have over 30 years experience in travel industry technology and now employ more than 200 staff in the Ireland, UK and USA.



This success is built on our people, who work hard, embrace new challenges, make their own decisions and have a good laugh while they do it. We are an energetic, vibrant and fast paced company and we are all passionate about what we do. We are an extremely driven organisation, constantly bettering and developing ourselves. We have a dedicated Learning and Development team to aid our progression. We promote a healthy work life balance by providing healthy breakfasts, fitness classes, and sports and social activities.



The Team: The Customer Centre of Excellence is the heart of our business and it’s all about the customer experience. We want people who will play their part in providing our customers with a friendly, knowledgeable and efficient service. We know car hire can sometimes be confusing and we use our expertise to make things easy and straight forward for our customers. The team is comprised of people from many different nationalities and cultures and provides a great platform to learn about business from the ground up.



The purpose of your role: Customer Operations Manager - Italian


People skills are essential and you will have the confidence and ability to be consistently at the heart of the team, your top priority will be to coach, motivate and develop your team members to strong results and consistently high performance. You will support our agents to realise their potential and recognise the importance of the work that they do within a positive and engaging environment. This role will be passionate about providing our customers with an excellent customer experience.


What you’ll be doing day to day:



  • Create a high performance team and foster a positive, flexible and collaborative team spirit.



  • Ensure team have the resources, coaching and feedback they need to handle each customer contact with quality and in a timely manner.



  • Agree clear and achievable targets with your team and regularly update them on their performance against these.



  • Drive team to meet and exceed performance expectations and take a balanced approach based on seasonality.



  • Communicate regularly with your team through 1 to 1 meetings and group huddles.



  • Work closely with our Workforce Management Analysts in order to understand staffing requirements and agree work schedules.



  • Support your team through giving regular performance feedback ensuring your team know the quality standards we have set and why they are so important to our customers.



  • Address any performance or attendance concerns as they arise.



  • Recognise and give praise for achievements and effort made by agents.



  • Ensure team use work modes consistently and accurately to contribute to more stable, reliable data for forecasting and scheduling.



  • Work closely with training and quality to identify and solution quality improvement opportunities and action training gaps identified.



  • Assist with recruitment and training of new team members.



  • Identify development opportunities for team members to support their career growth.



  • Empower team to take ownership and responsibility for customer issues.



  • Work with management to deliver on change initiatives which will benefit the business and the customer.



  • Support your team on issues which they escalate from our customers as required.



  • Collaborate and build positive relationships with key stakeholders within and across teams.



  • Stay connected with the customer by spending at least one hour per week working on cases and handling occasional escalated issues.



  • Constantly evaluate workflows and find ways for them to be more efficient.



  • Represent the team on projects/initiatives as appropriate.



  • Lead by example in trying to excel in our customer service delivery and encourage your team to reach for this goal.



  • Maintain a level of commitment which includes more than just showing up for work, more than just performing to expectations, seeking out additional responsibilities, identifying one-self as a go-to person, flexibility with change, and a passion for the Customer and Cartrawler.



What background we’re looking for: Customer Operations Manager - Italian



  • Up to 2 years’ experience managing at team ideally in a Customer Operations/Contact Centre environment



  • Fluency in a Italian is desirable



We are looking for someone who is able to demonstrate the following competencies: Is this YOU?



  • Ability to build a strong, connected and purpose driven team



  • Proven experience in leading, inspiring and motivating a team



  • Motivated to be a consistent high performer- identifies ways to improve overall team performance; taking initiative to identify areas of opportunity; receptive to feedback



  • Strong resilience and positive focus in a fast paced and ever changing environment



  • Approachable with excellent communication skills (spoken and written) and confidence to lead engaging team meetings and morning huddles



  • Relentless commitment to quality and high standards



  • Ability to prioritise tasks and delegate as needed



  • Ability to encourage an environment of flexibility where change is embraced



  • Desire to provide superior customer service with a hunger to strive to improve it



  • Eye for detail and organisation – someone who looks to get it right and done on time



  • Team work and relationship building is essential as we work in a collaborative environment



Are we describing you? If so and you are excited about this role please email us at <email address removed> or register on this link <web address removed>/Job





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