Senior Customer Service Manager

Târgu Mureș, Mureș
Permanent
Full-time

Acum 1 lună

Operations
Targu Mures, Romania

Full time
Hybrid

What you will do on your journey with WebBeds.As the Senior Customer Service Manager, you will take the lead in shaping and executing the global customer service strategy to deliver an exceptional experience across all customer touchpoints. You will guide and develop a diverse team of Customer Service Managers, ensure alignment with business goals, and drive continuous improvement in both service delivery and internal processes. With your strategic mindset and strong leadership capabilities, you will act as a key influencer in enhancing customer satisfaction and team performance globally.In this role you will:Lead a global customer service function, setting and monitoring KPIs, managing resources, and guiding operational strategy. You will oversee performance improvement initiatives, handle escalated customer issues, and partner with cross-functional teams to enhance workflows and service delivery. Additionally, you will drive engagement and retention within your team, promote knowledge sharing, and ensure timely and data-driven decision-making to support the business's customer-first ethos.Key Responsibilities.

Develop and implement customer service strategies that align with the company's goals and objectives.
Lead, mentor, and support customer service managers and supervisors to ensure high performance and professional growth which includes identifying training needs for development.
Set clear team objectives and Key Performance Indicators (KPIs). Oversee the measurement and analysis of service metrics to identify areas for improvement and ensure best in class service delivery.
Create and enforce customer service policies, procedures, and standards to maintain consistency and quality.
Manage resources effectively, including staffing and technology, to optimize service delivery.
Analyse customer feedback to make informed recommendations for service enhancements.
Work closely with other departments to drive continuous improvement initiatives to enhance customer service processes and outcomes.
Handle escalated customer issues that require coordination with other departments or higher-level decision-making.
Overseeing the creation and implementation of efficient workflows to maximize efficiency and service quality.
Analyse data to come up with informed decision and share progress with the Head of CS L1.

The skills we would love to see in your suitcase.

Extensive travel sector specific experience.
3 years + experience of managing cross-border, multi-lingual Contact Centre operations in the Travel and Tourism industry.
Substantial experience in a contact centre leadership role.
Solid knowledge of technology solutions used in Contact Centres.
Excellent People Management skills and a proven track record of managing in a multicultural environment.
Ability to answer and communicate with multiple stakeholders.
Experience in training and coaching in a contact centre environment.
Proficiency in spoken and written English.
Strong leadership and organizational skills.
Excellent communication and interpersonal skills.
Advanced problem-solving abilities, high accuracy, and attention to detail.
Strong analytical, negotiating and influencing skills.
Ability to organise and plan effectively and to prioritise tasks to manage multiple activities and meet deadlines.
Willingness to travel up to 30% of the time.

WebBeds

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