German Speaking Customer Service Manager

CCR Recruitment & Selection
38000.00 GBP Annual
27 Sep 2017
25 Oct 2017
Contract Type
Full Time

Customer Service Team Manager (English, French and German Markets)

Location - Central London

Salary GBP38-45,000 + Benefits

Conversational/Basic French Language skills will suffice

My client is a fast-growing multichannel online retailer and are seeking an experienced Customer Service Team Manager to support and manage their growing team of multilingual agents.

  • Pre-purchase: support customers who have questions about products, or who need help ordering on-line (telephone and chat)
  • Post-purchase: support customers who have questions about (or want to change) their delivery, or who have questions about purchased products (telephone, e-mail, post and fax)
  • Delivery and transport hotline: Support customer requests, and support transport companies in handling non-routine customer requests before or upon delivery

The role

To support, develop and manage a team of customer service advisors in their central London contact centre.

Key responsibilities:

  • Implement the strategy to improve customer service levels: optimize response times, call duration and customer satisfaction by managing a team of about 12 customer service advisors
  • Constantly review service levels through a detailed KPI dashboard allowing a careful monitoring of the overall performance
  • Supervise and manage a team of contact centre agents, ensuring a continuous improvement of their performance along all key KPIs
  • Participate to the recruitment process supported by the Head of Customer Services UK

Your profile

The successful candidate will be an accomplished team leader with a confirmed experience in contact centres. He/She is used to work with detailed workplans, KPIs that are tracked daily. He/she needs to be able to work in a complex environment, managing and integrating different cultures, a large and highly diverse product mix, and a complicated customer delivery process, requiring a highly structured approach to respond to a wide variety of customer requests and feedback.

In addition, the ideal candidate will demonstrate:

  • Strong leadership capabilities
  • Strong multicultural management experience
  • A deep, practical understanding of what drives customer satisfaction, and an ability to translate this into concrete, day-to-day actions

Please apply today to find out more.