Sobre o nosso cliente
Our client is a well-established player within the Technology & Telecoms industry. With a global presence, it boasts a large-scale operation with diverse teams in multiple locations.
Descrição
- Lead a global team managing application and infrastructure service requests, ensuring timely resolution and high customer satisfaction.
- Oversee a group of consultants and specialists to meet client commitments and follow internal policies and procedures.
- Ensure the customer support function is efficient, productive, and delivers consistent performance across regions.
- Contribute to revenue and cost management strategies through a solid understanding of operational levers.
- Implement and monitor pricing updates, making sure changes are applied accurately and on time.
- Collaborate closely with internal teams to improve the customer experience, setting higher standards for service quality.
- Provide updates on critical issues and ensure proper handling of escalations.
- Promote service excellence by leading quality initiatives focused on customer satisfaction.
- Manage customer feedback processes such as NPS and CSAT, and drive action plans based on insights gathered.
- Track team performance and provide regular reports to support continuous improvement.
- Use data-driven insights to evolve the support organization toward best-in-class standards.
- Drive consistency in global processes and lead efficiency and automation initiatives.
- Ensure adequate task coverage by developing the team's capabilities and aligning individual growth with business needs.
- Promote digitalization and self-service, leveraging conversational AI and knowledge management tools to enhance the support experience.
Perfil ideal
- Minimum of 5 years of experience in complex organizational environments, ideally across services and hardware businesses, as well as within the technical industry - preferably in customer support services, IT-related call centers, or dispatch environments.
- Broad functional expertise with strong knowledge in related business areas such as people management and logistics.
- Experience working with both internal and external customers in a proactive and assertive manner.
- Strong understanding of global geography and cultural differences, with the ability to adapt communication and collaboration styles accordingly.
- Solid financial acumen and commercial awareness.
- Proven leadership skills and the ability to lead by example.
- Comfortable dealing with ambiguity and finding solutions in complex situations.
- Self-motivated with strong time management and organizational skills.
- Team player who can also take initiative and work independently.
- Strong communication skills with the ability to influence others effectively.
- Fluency in English is required; proficiency in German or French is highly valued.
- Additional languages such as Dutch, Swedish, Norwegian, or Danish are a strong advantage.
- Strong commercial sense and negotiation capabilities.
Vantagens
- The opportunity to work in a global role within the Technology & Telecoms industry.
- Flex work hybrid regime allowing a balance between office and remote work.
- The chance to lead a diverse and dedicated customer service team.
- A challenging and rewarding role in a leading company.