EUROPEAN CUSTOMER SUPPORT MANAGER H/F
Descrizione dell'offerta di lavoro
This role involves creating a unified and efficient service that caters to customers in multiple European languages.
The successful candidate will BE responsible for implementing standardized systems, fostering shared technical expertise, and ensuring a seamless customer experience.
Key Responsibilities 1.
Leadership and Team Management - Lead, mentor, and manage remote customer support teams operating across various European countries.
- Develop and enforce Standard Operating Procedures (SOPs) to ensure consistent, high-quality customer support.
- Foster a collaborative team culture that encourages knowledge sharing, diversity, and continuous improvement.
2.
Centralized Service Implementation - Establish a centralized support system integrating communication channels such as phone, email, chat, and social media.
- Ensure multilingual support that addresses the diverse needs of European customers.
3.
Standardized Systems and Processes - Define and implement unified systems and workflows for handling customer queries efficiently.
- Deploy a robust ticketing system to monitor and manage customer interactions seamlessly.
4.
Knowledge Management - Promote an integrated knowledge-sharing platform to enhance team technical competencies.
- Maintain a centralized knowledge base containing troubleshooting guides, FAQs, and best practices.
5.
Training and Development - Deliver comprehensive training programs on technical skills, customer service excellence, and cultural sensitivity.
- Conduct regular evaluations and feedback sessions to drive continuous improvement in team performance.
6.
Performance Analysis and Customer Feedback - Monitor team performance metrics and identify opportunities for improvement.
- Gather and act on customer feedback to refine the overall support experience.
7.
Compliance and Security - Ensure adherence to European data protection regulations (e.
., GDPR).
- Implement robust security protocols to safeguard customer data.
50% time, travel to France and Germany for team meetings and training sessions.
Dettagli dell'offerta
- Imprecisato
- Tutta l'Italia
- Imprecisato - Imprecisato
- 19/12/2024
- 19/03/2025
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