Praca Customer Care Manager

Suitable candidate will be responsible for:

• Manage the day to day operational performance of the customer care functions as well as providing multi-skilled and bilingual support for SCC (Sales and Customer Care) areas of operation
• Make decisions on resolving customer issues and act as the last point of escalation
• Proactively and reactively review/support our customer interaction with the business to ensure we offer a streamlined customer experience
• Assist the Site Director  in the management of departmental budgets and identifying operational efficiencies
• At an operational level, take the necessary actions in order to ensure KPI targets are achieved by our in-house and outsource teams
• Day to day cooperation with other business units based in UK and Germany as well as support wider strategic projects as required

Ideal candidate will meet the following requirements:

• Higher degree (preferably managing/tourism)
• Strong call centre/ customer service area background
• Knowledge of Service Recovery Process
• Experience in team management (leading, developing and motivating)
• Excellent command of both English and German
• People and target orientated
• Communicative and self-motivated

Job benefits:

• Private healthcare for employee and his/her family
• Excellent training resources
• Employee referral scheme
• Life and long-term disability insurance
• Memberships in sports clubs or other social clubs, tickets to entertainment or sporting events etc