Customer Service Manager EMEA

The Customer Service department is the vital link between our customers and internal teams, ensuring seamless support and exceptional service delivery across the EMEA region. Our team is dedicated to solving customer issues quickly, driving satisfaction, and working closely with cross-functional teams to create a positive, impactful experience. 

As a Manager, you'll lead and inspire a team of 15+ direct and indirect reports to achieve their daily goals while fostering a culture of continuous improvement. Reporting directly to the Service Director EMEA, you'll play a key role in driving success by implementing organizational and process enhancements that streamline operations and elevate customer satisfaction. This is a unique opportunity to shape a high-performing team and make a lasting impact on service excellence across the region.

Tasks:

• Customer Service Operations
  • Lead and manage EMEA customer service team, ensuring they adhere to performance metrics and service level agreements (SLAs).
  • Design, implement, and maintain customer service processes, procedures and policies to ensure seamless operations and exceptional service.
  • Ensure customer inquiries are handled promptly, either by phone, email, chat, or other digital channels.
  • Proactively monitor and resolve complex or escalated customer complaints related to recurring technical issues, warranties, or product performance.
• Customer Experience:
  • Analyze customer feedback and develop strategies to improve customer satisfaction and retention.
  • Identify and address recurring customer issues by collaborating with other departments and/or refine processes or develop new solutions.
  • Create and manage training programs for the customer service team to ensure up-to-date product, processes, tools knowledge and soft skills.
• Communication:
  • Liaise with other departments to ensure a coordinated approach to customer service.
  • Communicate with customers through various channels, including phone, email, chat, and in-person interactions.
• Training and Development:
  • Recruit, train, mentor, and develop customer service representatives to ensure high performance and continuous improvement.
  • Set performance goals and provide ongoing coaching and feedback to team members.
  • Foster a positive team culture that emphasizes customer-centricity, professionalism, and collaboration.
• Quality Assurance:
  • Implement quality assurance programs to evaluate and improve the performance of the customer service team.
  • Monitor and review customer interactions to ensure compliance with established standards.
• Technology and Tools:
  • Stay up to date with customer service technologies and implement relevant tools to enhance efficiency.
  • Stay informed about industry best practices and incorporate them into the team's training programs.
  • Collaborate with the IT department to address any technical issues impacting customer service.
• Reporting and Analysis:
  • Track, analyze, and report on key performance indicators (KPIs) such as customer satisfaction, response times, and issue resolution.
  • Use data to identify trends and areas for improvement in the customer support process.
  • Prepare reports for senior management to highlight achievements, challenges, and upcoming needs in customer service.