Customer Service Manager

Ref. CSESM001 

Role Summary

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.

Main Responsibilities

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.

Skills Required

Languages

English speaker – High Level

Spanish speaker – High Level

3rd  language is a plus.

 

Attitude

Attention to detail

Pragmatic Thinker

Cool head in pressure situations

Consistent driver of of improvements

 Strong Communication Skills

Analytical thinker

 

Experience wanted

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

Please apply by sending CV + cover letter to:

hr@fastpayhotels.com

Calle de la Reina Maria Cristina, 1

Planta 2

07004 Palma

Spain

+34 971 416 770

For customer service, please use:

+34 518 899 100

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