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Customer Service Manager
Global Blue Slovakia s. r. o.
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Start date
upon agreement
upon agreement
Information about the position
Job description, responsibilities and duties
The position holder will have the responsibility for managing and developing a multi-language, 2 site, and global customer base operation.
The current operation is stable and we are now looking for an experienced Customer Service Manager to take the operation to the next level of service excellence, efficient contact handling, and contact analysis leading to business development.
Main duties:
• Managing and developing a team of 35+ (based in Bratislava and Singapore)
• Ensuring the Customer Service function is developed and linked to the company strategy
• Delivering the SLA and KPIs within budget
• Developing the quality of the Customer Service function though training programs, software enhancements and industry recognised best practices
• Working with HR ensuring we have a best in class recruitment, selection and retention methods in place
• Developing and implementing a strong supervisory / leadership team with industry experience with proven development and motivational achievements
• Implement and maintain an open and clear communication system (visual management, team meet-ings/briefings etc.) so all team members are aware of performance, service developments, company strategy
• KPI and daily reporting package maintenance incl. NPS and customer satisfaction
• Statistical analysis to highlight areas for the business to improve
• Review current customer service offerings and look at best practice and efficiency gains
• Dealing with the system vendor to ensure user, reporting and control requirements are implemented
The current operation is stable and we are now looking for an experienced Customer Service Manager to take the operation to the next level of service excellence, efficient contact handling, and contact analysis leading to business development.
Main duties:
• Managing and developing a team of 35+ (based in Bratislava and Singapore)
• Ensuring the Customer Service function is developed and linked to the company strategy
• Delivering the SLA and KPIs within budget
• Developing the quality of the Customer Service function though training programs, software enhancements and industry recognised best practices
• Working with HR ensuring we have a best in class recruitment, selection and retention methods in place
• Developing and implementing a strong supervisory / leadership team with industry experience with proven development and motivational achievements
• Implement and maintain an open and clear communication system (visual management, team meet-ings/briefings etc.) so all team members are aware of performance, service developments, company strategy
• KPI and daily reporting package maintenance incl. NPS and customer satisfaction
• Statistical analysis to highlight areas for the business to improve
• Review current customer service offerings and look at best practice and efficiency gains
• Dealing with the system vendor to ensure user, reporting and control requirements are implemented
Employee perks, benefits
- Interesting and challenging work in the international environment
- Opportunities for professional and personal growth
- Motivating company benefits (language courses, fitness & welness centre, mobile phone, teambuildings..)
- Opportunities for professional and personal growth
- Motivating company benefits (language courses, fitness & welness centre, mobile phone, teambuildings..)
Information about the selection process
Only selected candidates will be contacted.
Requirements for the employee
Candidates with education suit the position
University education (Master's degree)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
• An experienced management position – applicant must be able to demonstrate at least 5 years in Customer Service
• Strong people manager (experienced in motivating, skills development & trainings, recruitment etc.)
• Managerial experience in the B2C environment is desirable
• Experience of project management, improvement initiatives
• BPM / Operational excellence methodology experience
• Fluent English
• Leadership and people management (min. team of 20)
• Flexibility, creativity and innovation, analytical thinking, reliability, responsibility
• Must be able to demonstrate successes and achievements in previous positions
• Must be able to demonstrate an understanding of key fundamentals of operational support management from concept, set up, implementation to business as usual
• Strong people manager (experienced in motivating, skills development & trainings, recruitment etc.)
• Managerial experience in the B2C environment is desirable
• Experience of project management, improvement initiatives
• BPM / Operational excellence methodology experience
• Fluent English
• Leadership and people management (min. team of 20)
• Flexibility, creativity and innovation, analytical thinking, reliability, responsibility
• Must be able to demonstrate successes and achievements in previous positions
• Must be able to demonstrate an understanding of key fundamentals of operational support management from concept, set up, implementation to business as usual
Advertiser
Brief description of the company
Global Blue is the expert on international traveller shopping and spending. Today, the strength of our organisation and global presence enables us to provide over 63 000 travellers with Tax Free Shopping services every single day and we quickly became the global leader in Tax Free Shopping, facilitating the process for both merchants and shoppers.
https://www.globalblue.com/corporate/about-us/who-we-are
https://www.globalblue.com/corporate/about-us/who-we-are
Number of employees
100-149 employees
Contact
ID: 1853225
Dátum zverejnenia: 7.1.2015
2015-01-07
lokalita: Bratislava Pozícia: Call Centre Director, Call Centre Manager, Department Manager, Operations Manager Spoločnosť: Global Blue Slovakia s. r. o.