Promoting Customer Service Excellence at all times this role requires a proactive management style to ensure the team meet all incoming telephony and administration service Levels.
As a good communicator you will support and monitor the team by balancing their Workload, Goals and Sales Targets, whilst providing our customers with an efficient and effective escalation route for any queries and complaints.
Duties and Responsibilities
The main duties of the Customer Services Manager are listed below, but it is the nature of the job that each activity will have its own range of demands which he/she will be expected to meet.
? Business and ?cultural? understanding of the Dutch, Belgian and German business
? Deliver and maintain telephony and CIM Service Levels according to client expectations.
? Provide a professional route for Customer Escalations
? Focus on adding value to the customer and reducing complexity
? Works closely with relevant stakeholders (including General Managers Benelux and Germany) to achieve results
? Works closely with warehouse, purchase and marketing departments
? To maintain a motivated and effective team environment, including ensuring departmental workloads are well-planned and that staff are not overloaded or under-utilised
? To lead, organise, manage and develop the Customer Care, Product Support and Administration teams
? Promote Sales strategies within Customer Care, managing target sales
We are looking for someone who:
? Has excellent interpersonal skills, a good telephone manner and a calm approach
? Possesses excellent communication skills, both written and oral (preferably in German and/or Dutch as well)
? Has a high level of competency in ICT (Email, Word, Excel, PowerPoint)
? Is able to prioritise work, cope with competing deadlines and use initiative in a variety of situations
? Has an organised and methodical approach to administrative duties.
? Is accurate and pays attention to detail
? Experienced in dealing with confidential work
? Is able to work on their own initiative
Customer Care Team Manager – German
Nordic Staff are specialists in:
Danish language recruitment
Dutch language recruitment
German language recruitment
Finnish language recruitment
Norwegian language recruitment
Swedish language recruitment
Originally posted 2015-03-03 10:03:39.