User Experience Officer - Hybrid 35h, CRM & Support Lead

Cpl Group; Dublin; Hybride; EUR 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

Specified Purpose Contract

Hybrid work (2 days in office)

Résumé du poste

Coimisiún na Meán is hiring a User Experience Officer at Executive Officer level on a Specified Purpose contract, full-time. The role manages the CRM system daily, oversees shared inboxes, and updates knowledge bases to reflect evolving requirements.

You will prepare reports, engage with stakeholders, and ensure high-quality user responses while contributing to service design and engagement initiatives. The role sits within a user-centric department focused on clear, respectful customer

Qualifications

• Operational knowledge of contact centre environments.
• Experience managing queries or workloads in a busy operational environment.
• Ability to work effectively as part of a small, flexible team.
• Ability to assess complex or sensitive queries and escalate when required.
• Experience developing and updating response templates or guidance materials.
• Experience reviewing and improving operational processes and procedures.

Responsabilités

• Support the day-to-day activities of the User Support Team.
• Manage emails from the outsourced service provider’s agents, providing guidance on responses.
• Support agents by updating knowledge articles, templates, and processes.
• Identify consumer trends and prepare PowerPoint presentations for internal meetings.
• Engage with internal stakeholders to obtain up-to-date information for accurate responses.

Connaissances

CRM management

Stakeholder engagement

Report writing

Communication

Formation

Business/Marketing/Communications degree

Outils

Dynamics CRM

Microsoft Office

Description du poste

Coimisiún na Meán is hiring a User Experience Officer at Executive Officer level on a Specified Purpose contract, full-time. The role manages the CRM system daily, oversees shared inboxes, and updates knowledge bases to reflect evolving requirements.

You will prepare reports, engage with stakeholders, and ensure high-quality user responses while contributing to service design and engagement initiatives. The role sits within a user-centric department focused on clear, respectful customer