Customer Service Supervisor

ROFFE INTERNATIONAL HOLDINGS PTE. LTD.; Dublin; On-site; EUR 42,000 - 62,000; Full time

Job summary

ROFFE INTERNATIONAL HOLDINGS PTE. LTD. is seeking a Customer Care Supervisor to lead a front-line team across showroom and omnichannel activities in Dublin.

You will oversee scheduling, coaching, SLA adherence, and escalation handling in a healthcare retail setting. Responsibilities include staff development, process optimization, regulatory compliance, and cross-department collaboration with Product, Sales, and Logistics to resolve issues and improve fulfillment.

Qualifications

• Diploma or Bachelor's degree in a related field.
• 2–4 years in customer service with 1–2 years in a supervisory role.
• Background in healthcare, medical technology, or retail operations is a strong advantage.
• Proficiency with CRM and ticketing platforms such as Zendesk, Salesforce, or Freshdesk.

Responsibilities

• Lead hiring, training, and onboarding of customer care staff.
• Manage daily shift schedules, task allocation, and service coverage to meet SLA targets.
• Oversee showroom and omnichannel customer interactions, coordinating orders and logistics tracking.
• Track KPIs, analyze support trends, and ensure adherence to medical device handling standards and regulatory requirements.
• Collaborate with Product, Sales, and Warehouse/Logistics to resolve issues and feedback.

Skills

Team leadership

Coaching

Customer service

SLA management

CRM systems

Education

Business Admin degree

Healthcare management

Tools

Zendesk

Salesforce

Freshdesk

MS Office

Job description

Key Responsibilities

• Team Leadership & Coaching: Hire, train, and onboard customer care staff. Conduct regular check-ins, monitor interaction quality (calls, tickets, live chats, and walk-in support), and provide feedback to meet productivity targets.

• Operational Oversight: Manage daily shift schedules, task allocation, and service coverage to ensure compliance with SLA? metrics.

• Showroom & Omnichannel Coordination: Oversee walk-in customer interactions at BUZUD showrooms, coordinating product demonstrations, order processing, and logistics tracking.

• Process & Compliance Optimization: Track key performance indicators, analyze support trends, and ensure adherence to local medical device handling standards and regulatory requirements.

• Cross-Departmental Collaboration: Work closely with Product, Sales, and Warehouse/Logistics teams to streamline customer feedback and resolve systemic fulfillment or technical issues.

Requirements & Qualifications

• Education: Diploma or Bachelor's degree in Business Administration, Healthcare Management, Biomedical Sciences, or a related discipline.

• Experience: 2 to 4 years of customer service experience, with at least 1-2 years in a supervisory or team lead capacity. Background in healthcare, medical technology, or retail operations is a strong advantage.

• Technical Skills: Proficiency with CRM and ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk) as well as MS Office / Google Workspace.

• Core Competencies: Strong conflict resolution skills, detail-oriented problem-solving abilities, and a customer-centric mindset tailored to healthcare retail.