Customer Service Manager

Náplň práce, právomoci a zodpovednosti:

For our client we are hiring a Customer Service Manager.  In this role, you will report to the Head of Department and be responsible for end-to-end management of customer service operations across several locations and cultures.

Your role

• Provide leadership to customer service teams in multiple locations, ensuring their work is aligned with business objectives.

• Take ownership of day-to-day operations, safeguarding high service levels, SLA fulfilment and ongoing improvements.

• Increase efficiency, scalability and service quality by refining processes and applying best practices.

• Track and evaluate KPIs and performance metrics, preparing regular overviews for senior management.

• Guarantee professional handling of customer interactions across all communication channels.

• Work closely with other internal teams to support smooth operations.

• Serve as the main escalation point for complex operational and service issues.

• Contribute to recruitment, onboarding and training of customer service colleagues.

• Foster a strong customer-centric mindset focused on satisfaction, loyalty and retention.

Requirements​

5 years of experience in customer service leadership roles, including at least 2-3 years managing teams across multiple locations.

Proven experience in people management, preferably within the finance or banking sector.

Excellent English communication skills, other languages are a plus.

Background in international companies and familiarity with compliance and regulatory requirements in financial customer service.

Data-driven mindset with experience in KPI management and analytics.

Strong leadership, problem-solving, decision-making and conflict-resolution skills.

Informácie o výberovom konaní:
https://exact-recruitment.sk/gdpr/