Customer Service Manager

Currently for one of our Clients, an international company being a leader in its field, and based in Wroclaw, Poland we are looking for a Customer Service Manager.

Scope of responsibilities:

• Managing, coaching and mentoring a Customer Service Representatives Team.
• Active participation in creation and maintenance of good practices and service standards.
• Measuring and analyzing the KPI set for the Team and assuring that requirements are met.
• Providing process analyses and actively participating in implementation of process improvement solutions.
• Active cooperation with other Departments and Stakeholders focused on assuring successful fulfillment of customer’s requirements.
• Acting as an escalation point for matters regarding the customers and the employees.
• Motivating and driving the Team, and supporting the development of high standard business relationships with customers. Providing operational assistance if needed.
• Translating the business goals into the operational objectives.