Contact Centre / Customer Service Manager

About Global Blue
We’re experts in the world’s fastest growing sector – globe shopping, where consumers from one country shop in another. We introduced the world to Tax Free Shopping over 30 years ago, but now offer a range of great services to help travellers shop and spend wisely in 43 countries around the world. In addition to the world’s leading Tax Free Shopping network, we’ve created awesome products like Currency Choice, a Dynamic Currency Conversion service enabling travellers to pay in their home currency when spending abroad. We work with over 270,000 of the world’s favourite brands, helping businesses engage with globe shoppers. We also provide data and intelligence to help our merchant partners better understand the behaviour of travellers from around the globe. We’re headquartered in Eysins, Switzerland, but with offices all over the globe, we’re a truly international team.


Nature and aim of the position
Operations is a function within the Operations organisation of Global Blue. Operations has the responsibility for Processing, Customer Service, Refund Payments and other back office operations. The vast majority of the activities are handled in Operations - Bratislava (Europe) and Singapore (APAC). Operations has developed quickly to 200 employees.

The position holder will have the responsibility for managing and developing a multi-language, 2- or 3-site (including outsource partner), and global customer base operation.

We are 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 and a remarkable customer experience.

Main duties and responsibilities
• Managing and developing a Customer Service team of 50+ and outsource partner
• Ensuring the Customer Service function is developed and linked to the company strategy
• Delivering the SLA and KPIs within budget
• Working with HR ensuring we have a best in class recruitment, selection and retention methods in place
• Resource management: organising staffing, including shift patterns and the number of staff required to meet demand; forecasting and analysing data against budget figures
• Developing the quality of the Customer Service function through training programs, software enhancements and industry recognised best practices
• Developing and implementing a strong supervisory / leadership team with industry experience with proven development and motivational achievements
• Implementing and maintaining an open and clear communication system (visual management, team meetings/briefings etc.) so all team members are aware of performance, service developments, company strategy
• Ownership of KPI and daily reporting package maintenance incl. NPS and customer satisfaction
• Running statistical analysis to highlight areas for the business to improve
• Reviewing 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
Duties and responsibilities can be changed after arrangement


Reporting and collaboration
• Customer Service team
• Operations team
• Global Blue Business functions (Product, Marketing, IT, Sales, Operations etc.)

Language Course
• Fitness, gym, wellness, swimming pool
• Additional 2 days off per year
• Company library
• Employee referral program, Employee suggestion program
• Team building, Team events, Christmas party
• Birthday present
• „Fruit day“