Clanwilliam Health
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Customer Support Manager
Location:
Dublin, Co. Dublin
Description:
Position: Customer Support Manager - Pharmacy Department: Customer Support Reporting to: Head of Customer Services Location: Dublin hybrid working - 2 days in the office 3 from home The Company:Clanwilliam Health is a leading provider of pharmacy and practice management software. Our technology and services are trusted by tens of thousands of users every day in practice management, pharmacy and other clinical settings all over Ireland and the UK.Outline of Role:Clanwilliam Health have an exciting opportunity for a Customer Support Manager to join our busy Customer Services Team. To maintain our excellent reputation, we require a courteous and efficient candidate who is looking to progress their career in a dynamic IT environment.This is an excellent, exciting opportunity to excel your career in a fast paced, rapidly expanding, global company.Key Responsibilities: Ensure that the performance of the Pharmacy Support Business Unit meets the SLA and KPI requirements.Participate in Business Review Meetings with key Accounts.Managing key Accounts by developing and maintaining strong relationships with customers.Accomplish support desk human resource objectives by performing recruiting, selecting, training, coaching, counselling and overall management of employees.Provide leadership development of supervisory team as well as coaching, motivating and retaining staff.Direct training of new and existing staff to ensure proper call handling.Respond to escalated calls, emails and act as a primary contact to respond and resolve customer enquiries and complaints in a timely, accurate and professional manner to ensure follow-through, completion and satisfaction.Track support Centre goals for First Time Call Answered, Abandon Rate, Average Speed of Answer, Average Contact Length and Services Levels, reporting to management weekly, quarterly and annually.Perform Performance Driven Success Call Quality reviews of staff and provides constructive feedback as needed for improve and growth to ensure Customer Service goals are met.Monitor staff attendance and performance and addresses any concerns with the guidance of Human Resources.Review and approve staff time off requests whilst ensuring sufficient staff coverage.Management of the IT CRM/Ticketing system and Call Centre Phone system.Project a knowledgeable, enthusiastic, positive behaviour that encourages staff and customer confidence and reflects high standards of professional conduct.Thrive as a team-player in a fast paced, high energy, change orientated environment.Will be required to travel between Clanwilliam offices as well as to key Account Management service meetings. Person Specifications: You must be able to multi-task and have excellent communication and keyboard skillsExcellent telephone manner and interpersonal skillsWillingness to learnGood team playerPositive and flexible attitudeHighly motivatedProfessional approach Core Competency: Required Ability: Communication Be able to communicate clearly in an efficient manner. Teamwork Willingness to work together with co-workers, in finding solutions in order to improve the organization. People Skills The ability to communicate with, and appeal to, the characteristics of different people, both professionally as informally, in such a way that the organizational goals are met and executed. Clanwilliam Health, part of Clanwilliam Group, is an expanding healthcare, technology and services business. Today Clanwilliam Health holds over 30 years of experience developing and designing healthcare software. Our extensive range of innovative technology now empowers more than 20,000 clinical users across Ireland and the UK to deliver safer, more efficient and cost-effective patient services. Our vision is to enable the seamless flow of patient data by connecting primary and secondary healthcare software systems to enhance patient experiences. We work hard every day to achieve this by putting our customers at the center of everything we do and partnering with key industry stakeholders to ensure our systems consistently exceed expectations.Clanwilliam Health is an Equal Opportunities Employer.
Company:
Clanwilliam Health
Posted:
November 20 2023 on HireLocker
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More About this Listing: Customer Support Manager
Customer Support Manager is a Customer Service Customer Support Specialist Job at Clanwilliam Health located in Dublin D. Find other listings like Customer Support Manager by searching Oodle for Customer Service Customer Support Specialist Jobs.
Customer Support Manager is a Customer Service Customer Support Specialist Job at Clanwilliam Health located in Dublin D. Find other listings like Customer Support Manager by searching Oodle for Customer Service Customer Support Specialist Jobs.