Service Assurance Coordinator

Jobtailor; Dublin; On-site; EUR 28,000 - 36,000; Full time

Job summary

Jobtailor in Ireland is seeking a proactive Customer Service/Service Coordination professional responsible for day-to-day service performance and customer experience for assigned accounts. You will conduct outbound engagements, analyse trends, and drive improvements to meet evolving client needs.

Collaborate with internal teams and vendors, maintain SLA adherence, prepare data-driven reports, and use insights to enhance service delivery, ensuring high customer satisfaction and efficient incident

Qualifications

• Experience in customer service, service desk or service coordination is an advantage.
• Strong analytical mindset with the ability to interpret data, identify trends, and make informed decisions.
• Excellent verbal and written communication skills with a professional and empathetic approach to customer interactions.
• Highly customer-focused with a passion for delivering outstanding service experiences.
• Detail-oriented with a commitment to accuracy and quality in all aspects of work.
• Proven problem-solving skills and the ability to manage competing priorities effectively.
• Collaborative team player who thrives in a dynamic, fast-paced environment.
• Proficient in Microsoft tools and data analysis platforms.

Responsibilities

• Own the day-to-day service performance and customer experience for assigned accounts.
• Conduct regular outbound engagement with customers to ensure services align with their evolving needs and expectations.
• Analyse customer history, service trends, and incident patterns to identify root causes and address recurring issues.
• Act on customer feedback to drive continuous improvement and increase satisfaction scores.
• Maintain oversight of open tickets, ensuring timely updates and resolution in line with SLAs.
• Prepare and present data-driven reports on customer satisfaction and service metrics.
• Collaborate with internal teams, third-party vendors, and engineering to resolve issues and enhance service delivery.
• Use insights to identify opportunities for service enhancements and process optimisation.

Skills

Analytical mindset

Verbal & written communication

Problem-solving skills

Detail-oriented

Customer-focused

Collaborative team player

Ability to manage priorities

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Data Analysis Platforms

Job description

• Own the day-to-day service performance and customer experience for assigned accounts
• Conduct regular outbound engagement with customers to ensure services are aligned with their evolving needs and expectations
• Analyse customer history, service trends, and incident patterns to identify root causes and proactively address recurring issues
• Act on customer feedback to drive continuous improvement and increase satisfaction scores
• Maintain oversight of open tickets, ensuring timely updates and resolution in line with SLAs and customer expectations
• Prepare and present data-driven reports on customer satisfaction, service metrics, and improvement initiatives during regular operational reviews
• Collaborate with internal teams, third-party vendors, and engineering to resolve issues and enhance service delivery
• Use insights and analytics to identify opportunities for service enhancements and process optimisation

Requirements

• Previous experience in customer service, service desk or service coordination is an advantage
• Strong analytical mindset with the ability to interpret data, identify trends, and make informed decisions
• Excellent verbal and written communication skills with a professional and empathetic approach to customer interactions
• Highly customer-focused with a passion for delivering outstanding service experiences
• Detail-oriented with a commitment to accuracy and quality in all aspects of work
• Proven problem-solving skills and the ability to manage competing priorities effectively
• Collaborative team player who thrives in a dynamic, fast-paced environment
• Proficient in Microsoft tools (e.g., Excel, PowerPoint, Outlook) as well as service management and data analysis platforms

Core Competencies

Demonstrates strong analytical skills to interpret data and identify trends, while maintaining a customer-focused approach to enhance service delivery and satisfaction. Proficient in managing service performance and collaborating with teams to drive continuous improvement initiatives.

Highest-signal resume keywords

• Customer Service Experience
• Analytical Mindset
• Verbal And Written Communication Skills
• Problem-Solving Skills
• Proficiency In Microsoft Tools

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Service Coordination
• Service Management
• Trend Analysis
• Incident Management

Soft Skills

• Customer-Focused
• Detail-Oriented
• Collaborative Team Player
• Empathetic Approach
• Ability To Manage Competing Priorities

Industry Keywords

• Service Performance
• Customer Experience
• Continuous Improvement
• SLA Management
• Operational Reviews

Tools & Technologies

• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Outlook
• Data Analysis Platforms