Customer Service Manager Prague, Praha

Customer Service Manager

Join us in a dynamic leadership role as we transform customer service into an exceptional experience!
Job Purpose: Are you a natural leader with a passion for customer satisfaction? Were seeking a skilled professional to drive, motivate, and lead our Customer Services team. Your mission: to elevate customer relationships, implement continuous improvements, and exceed SLAs and KPIs as our new Customer Service Manager.
**Responsibilities**:
- Empower our Customer Service team with the right tools and training for seamless customer interactions.
- Lead continuous improvement initiatives, focusing on customer satisfaction and service levels while minimizing losses.
- Drive personal and team goals, ensuring key performance indicators are not just met but exceeded.
- Recruit, manage, train, and develop a stellar Customer Services team.
- Act as the escalation point for customer satisfaction concerns, ensuring swift resolution.
- Foster relationships with internal departments, external vendors, carriers, and service providers.
- Regularly review and update procedures to ensure efficiency.
Knowledge, Skills, and Experience:
- Prior supervisory or management experience is essential.
- Analytical problem-solving skills with a commitment to timely and effective solutions.
- Embrace change and drive results in a dynamic environment.
- Strong organizational and time management skills, with a focus on task completion.
- Process-driven and result-oriented mindset.
- Numerate with excellent attention to detail.
- Working knowledge of Word, PowerPoint, and Visio. Advanced Excel skills, including pivot tables, v-lookup, and macros
- Customer-focused with the ability to thrive under pressure.
- Outstanding communication skills across all levels of the business. (Fluency in Czech or Polish (C2 level) and English (minimum B2).
**Experience**:
- Leadership experience in managing teams.
- Exposure to supporting diverse countries and multicultural teams, including regional teams.
- Experience with SAP R3 (preferable).
- Working knowledge of Word, PowerPoint, and Visio. Advanced Excel skills, including pivot tables, v-lookup, and macros
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Whats In It For You?
- Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
- Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- Diversity, Equity & Inclusion: Its not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
- Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
At (COMPANY NAME), were proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If youre excited about working for our company and believe youre a good fit for this role, we encourage you to apply. You may be exactly the person were looking for

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