Service Performance & Experience 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

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