Job Title: Customer Service Manager
We are seeking a dedicated bilingual Customer Service Manager fluent in English. Proficient French and/or German are great assets.
This role is pivotal in ensuring seamless communication between our clients and employees.
You will be leading a team of dedicated customer service representatives and your responsibilities will be as follow:
* Team Leadership
* Lead, coach, and develop a multilingual team of agents.
* Set and track key performance indicators (KPIs).
* Conduct regular performance reviews and support agent growth.
Service Quality & Escalation Handling
* Ensure high-quality customer interactions across calls and emails/tickets.
* Review tickets/calls for quality assurance.
* Resolve escalated issues with professionalism and empathy.
Operations & Process Optimization
* Oversee scheduling and ensure adequate team coverage.
* Monitor ticket flow and implement process improvements.
* Maintain and update standard operating procedures (SOPs) and knowledge base content.
Performance & Reporting
* Track and analyze key service metrics.
* Provide regular reports to senior management.
* Identify trends and suggest service enhancements.
Collaboration & Innovation
* Guarantee service consistency in multiple languages.
* Support internal teams with customer insights and feedback.
* Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.
Continuous Improvement
* Drive initiatives to improve customer satisfaction and team efficiency.
* Promote best practices and innovation in customer service delivery.
Requirements
* Empathetic Leadership
* Resilience & Calm Under Pressure
* Strong Multilingual Communication
* Analytical & Solution-Oriented Mindset
Benefits
* A competitive package
* An opportunity to be part of a dynamic, international team
* A role in a growing company with potential for career advancement
* A supportive work environment that values collaboration and innovation