German Speaking Customer Service Manager

6 days left

Recruiter
CCR Recruitment & Selection
Location
London
Salary
38000.00 GBP Annual
Posted
27 Sep 2017
Closes
25 Oct 2017
Function
Consultant
Contract Type
Permanent
Hours
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.