Manager, Customer Service

What You’ll Be Doing:

• Responsible for the team management, supervision and evaluation of customer service operations
• To formulate and improve the workflow, business standards, management system and incentive policies of customer service operations to improve operational capacity
• Continuously improve the level of service, improve customer feedback and solution process, all-around optimization of customer service quality
• Develop and refine the customer service management processes, standards, systems, to ensure the quality of customer service management and constantly optimise the same time responsible for team building, day-to-day management
• Manage customer complaint  on various social media platforms and review platform
• Monitor social media channels & review plaform for mentions, comments, and direct messages, and respond in a timely and professional manner
• Regularly carry out the analysis of operational indicators, complete the analysis report organize and participate in the regular meeting
• Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes

What We Look For In You:

• Bachelor’s degree or relevant experience of at least 3 years of customer service operations and experience working with Reclame Aqui and their solutions. Local exchange experience is a plus.
• Fluency (Verbal & Written) in English and in one of the European languages
• Experience leading large (>20 members) and diverse teams
• Strong planning and interpersonal skills as well as data-driven and detail-oriented personality
• Strong analytical and communication skills and a hands-on mentality
• Ability to work in a cross-functional environment and to lead complex operational initiatives
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices

Why Join Us?

• Competitive remuneration package
• Yearly Performance Bonus
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.