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Vacancy Details

Customer Service, Call Centers & Languages

105204 - Senior German Customer Service Specialist - Galway

Contract Type: Permanent
Location: Galway
Date: 19/08/2019
Job Reference: 105204
Contact Name: Vanessa Lynch
Contact Email:

Job Description

Senior German Customer Service Specialist - Galway - 105204
German Senior Customer Service Specialist
Our client, a medical device company in Galway is currently looking to recruit a Senior Customer Service Specialist for their DACH market on a perm basis. This role reports to the customer service team lead

The Senior Customer Service Specialist will work closely with the management team providing guidance and support on systems, processes and performance improvement. The main responsibilities of this role fall into 3 categories: Mentoring, Team Lead Support, & Training.

General Responsibilities:
  • Ongoing mentoring, coaching and training will be required to drive a successful CS experience.
  • Organising the workload for the team and ensuring resources are available to meet business requirements.
  • Assist Team Lead in ensuring that all Customer Service KPI’s are met on a consistent basis.
  • Act as an escalation point for your team and for customers.
  • Assist in managing remote team members either based in other offices or working from Home.
  • Design, manage and deliver Customer Service induction & continuous training programmes.
  • Identify continuous improvement opportunities to drive customer loyalty and cost effectiveness.
  • Work closely with subject matter experts and partners to develop content for existing & new programmes.
  • Continuously review opportunities to streamline processes and work with the Customer Service Support Team to drive efficiencies and improve the customer experience.
  • Monitor calls, review orders and provide on-the-job training and mentoring to ensure that all CS Specialist competencies are maintained to the highest standard.
  • Collaborate and share best practice with other Customer Service Senior Specialists within the organisation ensuring consistent and up to date knowledge of all business processes.
  • Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer Service activities.
  • Establish a solid training approach that supports a quicker and more efficient on-boarding of all new hires across the team.
  • Ensure training policy, procedures and activities support successful ISO audits.
  • Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards.

Personal Characteristics:
  • Advanced German language skills desirable.
  • Passionate about learning and implementing training across the board to drive progress.
  • A proven record of delivering exceptional customer service.
  • Strong analytical skills, excellent attention to detail and good business judgment.
  • Effective communicator, both articulate & verbally presentable with the ability to drive collaboration and performance of Customer Service teams.
  • Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments, particularly Commercial Teams.
  • Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations.
  • Passionate about learning and implementing training across the board to drive progress.
  • Positive attitude, team player with a high level of initiative, energy and enthusiasm.

Minimum Requirements:
  • Minimum 1-2 years’ experience mentoring and coaching teams in a Customer Service environment.
  • Solid understanding of sales distribution and logistics.
  • Medical industry experience is a distinct advantage.
  • Expert knowledge of Customer Service KPIs and metrics.
  • Proven track record delivering continuous improvement projects and CS initiatives in a changing environment.
  • Previous experience in process and procedure writing in an ISO regulated environment
  • Previous experience dealing with regulatory bodies such as MHRA and Legal Manufacturers an advantage.
  • Experience in dealing with external vendors and supply contracts.
  • Experience in developing training content as well as organising & delivering a wide variety of training programs.
  • Strong knowledge of Customer Service processes & systems, ERP and CRM systems (such as SAP & Salesforce).
  • Demonstrated success in supporting colleagues through side by side training and coaching support.
  • Good project management and report writing skills.
  • Strong Excel, PowerPoint skills.

For further information on this Senior Customer Service Specialist role in Galway please contact Vanessa Lynch on 086 0462367 /
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