We are looking for a dynamic and customer-oriented Customer Service Manager to join our team in 82000, France. As a key member of our organization, you will lead our customer service department, ensuring exceptional customer experiences and driving team performance. You will guide and train a team of customer service representatives, develop and implement customer service strategies, analyze customer feedback, and collaborate with cross-functional teams to resolve complex issues. You will also manage CRM systems, create standard operating procedures, monitor team performance, and foster a positive work environment.

Must Have

• Lead and coach a team of customer service representatives
• Develop and implement customer service strategies aligned with organizational goals
• Analyze customer feedback and service metrics to identify improvements
• Collaborate with cross-functional teams to resolve complex customer issues
• Manage and optimize Customer Relationship Management (CRM) systems
• Create and maintain standard operating procedures for customer service
• Monitor team performance, conduct regular evaluations, and provide feedback
• Develop and track Key Performance Indicators (KPIs)
• Foster a positive and motivating work environment
• Stay updated on industry trends and best practices in customer service management
• Bachelor's degree in business administration, management or a related field
• 3 to 5 years of experience in customer service management
• Proven experience in leading and developing high-performing customer service teams
• Strong knowledge of CRM systems and practices
• Excellent analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proven ability to manage conflicts and resolve complex customer issues
• Strong organizational and time management skills
• Ability to adapt to evolving customer needs and industry trends
• Proficiency in Microsoft Office Suite and customer service software
• Proficiency in French and English (written and spoken) is required
• Experience in implementing and optimizing customer service processes and procedures
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously

Good to Have

• Master's degree preferred

Perks & Benefits

• Exclusive benefits: Enjoy great discounts on our products and special offers as a member of the Boulanger club+
• Commitment to inclusion: Our parity index is 89/100, proof of our commitment to equality
• Social responsibility: giving products a second life is a strong commitment. At Boulanger, each store participates in this eco-responsible gesture

Company Description

For over 70 years, Boulanger has supported French people in their daily lives thanks to recognized expertise in home appliances and multimedia. With over 220 stores and a strong presence on Boulanger.com, we make customer satisfaction our priority.

Our uniqueness? 🌟

At Boulanger, everything starts with the customer. Our ambition is to offer an experience of excellence thanks to passionate employees, driven by the desire to surpass themselves and innovate together.

Our values 💡

Pro: We put our expertise at the service of our customers, with rigor and commitment.

Simple: We favor an accessible approach and clear solutions.

Friendly: We cultivate good humor and authentic human relationships.

Joining Boulanger means evolving in a company that values talent, offers development opportunities, and places collaboration at the heart of its success.

Learn, grow, succeed: Boulanger, let's dare together!

Job Description

We are looking for a dynamic and customer-oriented Customer Service Manager to join our team in 82000, France. As a key member of our organization, you will lead our customer service department, ensuring exceptional customer experiences and driving team performance.

• You will lead and coach a team of customer service representatives, providing them with guidance, training, and support to improve their skills and performance.
• Develop and implement customer service strategies aligned with the organization's goals and objectives.
• Analyze customer feedback and service metrics to identify areas for improvement and implement action plans.
• Collaborate with cross-functional teams to resolve complex customer issues and improve overall service quality.
• Manage and optimize Customer Relationship Management (CRM) systems to streamline processes and improve efficiency.
• Create and maintain standard operating procedures for customer service operations.
• Monitor team performance, conduct regular evaluations, and provide constructive feedback.
• Develop and track Key Performance Indicators (KPIs) to measure team and individual success.
• Foster a positive and motivating work environment that encourages teamwork and continuous improvement.
• Stay updated on industry trends and best practices in customer service management.

Qualifications

• Bachelor's degree in business administration, management or a related field; Master's degree preferred.
• 3 to 5 years of experience in customer service management, preferably in a similar industry.
• Proven experience in leading and developing high-performing customer service teams.
• Strong knowledge of Customer Relationship Management (CRM) systems and practices.
• Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Proven ability to manage conflicts and resolve complex customer issues.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Ability to adapt to evolving customer needs and industry trends.
• Proficiency in Microsoft Office Suite and customer service software.
• Proficiency in French and English (written and spoken) is required.
• Experience in implementing and optimizing customer service processes and procedures.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.

Additional Information

📣 Why join us?

Here, experience counts, but your personality and desire to learn are even more valuable!

• Exclusive benefits: Enjoy great discounts on our products and special offers as a member of the Boulanger club+.
• Commitment to inclusion: Our parity index is 89/100, proof of our commitment to equality.
• Social responsibility: giving products a second life is a strong commitment. At Boulanger, each store participates in this eco-responsible gesture.