Customer Service Supervisor - West Dublin 

Reed is working with our long standing client based in West Dublin in their search for a Customer Service Supervisor. This role will be key in ensuring that the service team runs smoothly and efficiently. You will be responsible for overseeing customer interactions, ensuring service standards are met, and supporting team members in their daily tasks. You will also act as a bridge between our engineers, and internal stakeholders, providing leadership and guidance.

To succeed in this role, you will need excellent communication and problem-solving skills. You will have a strong background in customer service, with a natural ability to manage people, priorities, and processes.

Working Hours: Monday to Friday | 9.00am - 5:30pm, 37.5 hours | Office Based

Key Responsibilities:

• Ensure high performance and excellent customer satisfaction
• Oversee service requests from customers and ensure timely and accurate processing through phone, email, and customer website enquiries
• Work closely with Engineers to schedule service visits and coordinate preventive maintenance
• Monitor team performance, track KPIs, and provide regular feedback and reports to management
• Handle escalated customer issues, ensuring swift resolution while maintaining a professional and positive relationships
• Manage the ordering and timely delivery of spare parts required for maintenance or remedial work
• Review and approve completion digital paperwork, follow up on open service calls, and ensure any outstanding actions are addressed
• Support the resolution of disputed invoices and customer inquiries
• General administrative tasks and process improvement initiatives

We’re looking for someone who can:
Lead by example, fostering a positive team environment
Demonstrate a high level of attention to detail and accuracy in customer service reporting
Exhibit excellent telephone manner and relationship-building skills
Handle pressure well and effectively prioritize multiple tasks
Use initiative to drive workflow improvements and assist team members
Be competent with IT systems including Microsoft Excel and information platforms
Show a strong desire to continually learn and improve processes