Unfortunately, this position no longer available.
Don’t worry, there are other opportunities waiting for you. Have a look at our open positions or get in touch with our teams. We are always searching for talented people with innovative ideas, aiming to make a difference.
Let’s meet if you have these skills:
- Bachelor’s degree, preferably in Economics, Management or Foreign Languages
- Previous experience in Sales and/or Customer Service
- 5+ Years’ work experience in a leading/managing operationally focused teams and 3+ years in Customer Service and Sales
- Experience in transition processes
- Language skills German C1, English – B2/C1.
- Excellent Microsoft office skills, advance knowledge of Excel
- Results oriented person, with high level of autonomy and outcome driven profile
- Resilient individual and entrepreneurial spirit
- Proactive personality, who enjoys driving initiatives to improve processes and activities in the area of responsibilities
- Problem-solving orientation and fast decision making
- Able to analyze and identifies the risks and to reduce or to avoid the impact
- Excellent communication skills
- Ability to communicate in a persuasive and friendly manner
- Very good organizational and interpersonal skills combined with relevant experience in team management
- Able to motivate and develop the team in an efficient way
- Able to adapt and succeed in a changing environment
- Communication maturity and influencing skills all levels including at CXO level
- Capable to manage and to adapt in place process according to business
- Client & process improvement focused person
- Capable to deal with ambiguous situations
- Good vision and perspective of the process to answer the customer’s needs.
- Skillful negotiator, strong leader with high level of autonomy and influencing capabilities to drive action and positive outcomes.
- He has worked in an international environment, in different cultures and geographies and understands very good the business needs.
- Ability to overcome challenges in a remote, dispersed and multi-cultural organization to ensure positive interactions.
- Experience in managing a remote team.
- Capable to delegate and to prioritize the allocated tasks
- Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures & workforce planning
Mission
- This role provides leadership, expertise, support and advice to the team to enable them to deliver a consistently high standard of service to Euromaster customers. The Manager will provide consistent people management and
day to day operational support for the processes in scope. The role will incorporate a strong customer management component and will act as the main point of contact for all process related deliverables and escalations. He/she will engage and team up with the other senior managers, key business stakeholders, corporate and country finance leaders across Europe and support functions at Group level.
Key responsibilities
- Defines and refines business processes with a service-focused mindset as they are transferred to EBS
- Understands business needs and dependencies, continuously identify areas of improvement
- Ensures that all procedures and SLAs defined, negotiated and agreed upon with Client organizations are applied/met by the team (by running daily/ weekly/ monthly performance reports)
- Conducts surveys to determine the customer’s opinion regarding their products/services
- Develops the KPIs related to the Customer Service Department’s activities and monitors the performance (volumes, metrics and service level accuracy) of the team members, coaches them to overcome challenges and become high performers.
- Keeps track of the projects budget and optimizing them for lower implementation costs, if applicable
- Coordinates the automation developed projects
- Prioritizes the tasks performed by the team members and follow-ups on the open complaints to make sure they are closed in a timely manner
- Supports the Customer Service team members in dealing with difficult requests
- Identifies the department main issues, in a proactive way tries to solve them or to escalate them, if needed
- Acts as a SME and SPOC for new process implementations/changes
- Acts as a Trainer/ Mentor for his/her direct reports, ensuring process knowledge is well absorbed
- Contributes to the creation of refresher training sessions for the team whenever the need is detected and improves the training materials for newcomers
- Conducting selection interviews in cooperation with HR dept.
- Conducts regular one on ones with the team members, evaluates their performance and listens to their needs and requirements
- Provide administrative and operational support and delegate the tasks to the team members whenever required
- Conduct effective resource planning to maximize the productivity of resources via scheduling adjustments for unexpected absences, events, or volume spikes
- Proactively, analyses and identifies the risks and implements solutions to reduce operational disruptions.
- Collaborate and maintain a close relationship with other departments and Clients’s team to highlight issues that need to be addressed to provide high customer experience.
- Develops effective relationships with external customers and other departments, provides support to ensure proper escalation, excellent communication paths and high quality of services
Benefits
Joining us in Euromaster Business Service Center is going to be an amazing career opportunity for you but also a chance to work in a great team.
Enjoy the benefits of working with us:
- Learning opportunities that will help you develop your competencies for the future;
- Attractive salary and benefits package (performance bonus, meal tickets, canteen deduction, medical subscription, 7 Card, other discounts);
- A flexible schedule, with the possibility to work from home.