We are looking for a Customer Service Manager to manage and develop a successful Customer Care team according to the agreed upon strategy.

The Customer Service Manager has responsibility for delivering a high level of customer service and is a company wide leader in customer centricity. You will actively promote continuous improvement across all aspects of our daily work streams. You will be reporting to the Chief Commercial Officer, based in the Netherlands and part of a growing, professional and ambitious international organization.

Brand

Parkmobile

Department

Customer Support

Employment

Full-time

Experience

Management

 

Responsibilities:

  • Coach and develop customer service agents and teamleads
  • Managing the team to ensure they achieve quality and minimize the effort for the Customer
  • Improve processes across the company to reduce the need for customer contact leading to an optimal customer experience
  • Escalation of customer enquiries whether call or email
  • Generating data driven insights in and outside of the customer service department
  • Identify resource requirements, submit business case and actively take part in recruitment process
  • Establish and maintain procedures for all the team
  • Manage 3rd party overflow call supplier
  • Cooperate in scaling to new markets
  • Manage knowledge of Customer Service team
  • Collaborate with international colleagues to share knowledge and align procedures

 

 

Qualifications:  

  • Leading the way company wide in terms of customer centricity
  • Financially aware of cost control and budget management
  • Ability to prioritise, manage and track multiple activities and tasks
  • Talent development of individuals and development of teams
  • Good interpersonal relationship skills and comfortable and communicating at all levels internally and externally
  • A proven successful experience in working in an international matrix organization
  • Ability to prioritize and manage multiple deliverables in a highly energized and fast-paced environment where priorities often conflict
  • Strong analytical skills with good attention to detail with an ability to interpret information to derive business outcomes or solutions
  • Strong drive, flexible, can do attitude
  • Equipped with a minimum bachelor degree
  • Native Dutch with a perfect in English (spoken and written). French or German is a big plus

 

You are:

  • Always striving for the best customer experience!
  • A real people manager, result driven with a continuous mind-set to improve
  • Truly pro-active, analytical and pragmatic in your approach
  • Entrepreneurial so no 9-5 mentality
  • Committed, agile, innovative and driven
  • Flexible, accurate, hardworking and able to cope with a high pressure, changing environment

We:

  • Inspire you be the best version of you
  • Give you the opportunity to build brands with millions of users worldwide
  • Have sharp, motivated co-workers in a fun and relaxed office environment
  • Offer competitive salaries and benefits according to experience and education level
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