Customer Service and Operations Specialist

The Customer Service and Operations Specialist will be pivotal in ensuring seamless integration between customer service and operational processes. This position requires a strong focus on analyzing data from an operational perspective to drive efficiency, improve customer satisfaction, and manage facilities in Cork. The ideal candidate will have exceptional analytical skills, operational insight, and a passion for enhancing customer experiences.

ResponsibilitiesCustomer Service Excellence:

• Address customer inquiries and resolve issues promptly while maintaining high levels of satisfaction.
• Monitor and track customer interactions to identify trends and escalate issues to relevant teams when necessary.
• To provide accurate information to customers, you must develop a deep understanding of the company’s products, services, and policies.

Data Analysis and Operational Insights:

• Analyze customer feedback and operational data to identify inefficiencies or areas for improvement.
• Provide actionable recommendations based on data analysis to enhance service quality and operational efficiency.
• Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.

Process Improvement:

• Collaborate with cross-functional teams (sales, logistics, IT) to streamline workflows and optimize processes.
• Assist in the implementation of new tools, systems, or processes that enhance operational capabilities.

Facilities Management:

• Oversee day-to-day operations of facilities in Dublin to ensure smooth functioning.
• Coordinate with vendors or service providers for maintenance, repairs, or upgrades as needed.
• Ensure compliance with health and safety standards at the facility.

Reporting:

• Prepare detailed reports and visualizations on customer service metrics, operational trends, and facility management updates.
• Present insights to senior management to guide strategic decisions.

Qualifications

• A minimum of 3 years of experience in customer service or operations with demonstrated analytical capabilities.
• Strong proficiency in data analysis tools (e.g., Excel, Analytics) and CRM systems.
• Excellent problem-solving skills with the ability to derive insights from complex datasets.
• Strong communication skills for effective collaboration across teams.
• Experience in facilities management or similar operational roles is a plus.
• Bachelor’s degree in Business Administration, Operations Management, Data Analytics, or a related field is preferred.

About MyMind

MyMind is a multi-award-winning charity focused on providing accessible mental health support across Ireland. With a vision of delivering timely and affordable services without stigma or delay, we aim to triple our client base by 2025. Join us in making mental health support accessible for everyone.

Job Details

Location: Crosse's Green, Cork

Job Type: Full-time (Permanent)

Salary: €28,000–€30,000 per year

Benefits:

Bike-to-work scheme

Employee assistance program

Sick pay

Wellness program

Schedule: Monday to Friday

Supplemental Pay Types: Performance bonus