Customer Service Manager
Reports to Selling Partners Director – Permanent role
Location: Palma, Spain
Reporting to the Partners Operations Director, you will lead our customer service teams around the world and ensure coordination with other operational departments to guarantee excellent customer service to customers globally.
Manage teams both locally and remotely
You will be the first point of escalation for customer service executives and support them in delivering their objectives. Establish the right timetables for the different office locations and coordinate with local managers replacement, recruitment and holidays. Distribute workload wisely to guarantee maximum efficiency.
KPIs & SLA Management
Escalate major issues to management (both Partners Operations Director and CEO) when needed and monitor KPIs constantly to anticipate necessary actions on resourcing and IT developments. Monitor customer SLAs and establish customer reporting monthly.
Create customer service efficiencies
Identify key blockers of improved customer service and apply remedies for offenders. Coordinate with revenue department in improving supplier SLAs. Implement new solutions to facilitate the teams´ daily tasks as well consistently minimize manual workload.
Coordinate with other departments
Anticipate impact on customer service through coordination with the other teams in the business. Active participation in business cases of new technology developments.
English speaker – High Level
Spanish speaker – High Level
3rd language is a plus.
Attention to detail
Cool head in pressure situations
Consistent driver of of improvements
Strong Communication Skills
Direct Contact with Customers, especially in retail
Team management (5 to 50 people)
Demonstrable understanding of process and triage
Implementation of complex solutions
Working and coordinating with other departments within a company
Travel Industry experience is a plus but not mandatory
Experience in using CRM & customer service ticket systems
Excel and Powerpoint