Our client is one of the World’s leading International companies.

They have asked Nordic Staff to find candidates for the position of:

Bilingual CUSTOMER SERVICE MANAGER ( French + Spanish and/or Italian )

The successful candidate will be managing a team of Customer Service Representatives and support a defined set of countries belonging to a region in all matters related to Customer Service.

Key responsibilities include:-

• Responsible for delivery of key KPI’s such as Lost%, Mail-backlog, Complaints handling.

• Actively engage and drive the delivery of the Customer Care vision.

• People management and development, driving monthly EAP sessions

• Represent Customer Care in Regional Management Review Meetings

• Workload management and distribution within team (including vacations and backup planning)

• Support Cross-Regional best practice sharing through leading a key cross functional process/area/technology.

Quality Specific Goals:-

• Ensure activities are aligned with our NPS goals metrics

• Engagement with rest of Customer Care Team to assist in establishing performance standards, ensuring alignment with customer expectations.

• Identify and report any quality or compliance concerns immediately

• Participate in continuous improvement activities by identifying and appropriately escalating process and quality gaps, providing solutions when possible.

• Fluent (written and verbally) in English French + Spanish and/or Italian

• Clear Thinker; need to be able to quickly understand customer challenges, translate the challenges into action and guide the team to a solution (Problem solver).

• Can work in a busy environment – works well in areas outside of comfort zone. Good prioritization skills.

• Communication skills; can quickly develop strong credibility with customers, sales, manager and peers.

• Demonstrated External Focus – puts the customer first and understands the urgency.

• Influencing skills; ability to engage functions outside of immediate responsibility and gain buy-in for customer focused ways of working

• Ability to motivate and energize teams using metrics and rewards to drive behaviours

• Able to foster personal growth in others through coaching and mentoring