Customer Service Manager

An international home appliance brand and one of the leading home appliance brands in Europe, its consumer products are marketed worldwide.

Forecast inbound and outbound call volumes and manpower requirements.
Develop and implement customer service policies and standards to optimize efficiency and enhance overall customer satisfaction.
Monitor service levels, availability, and NPS results, analyzing data to identify areas for improvement and implementing corrective actions as needed.
Conduct regular performance evaluations and provide ongoing support to team members to help them achieve their goals.
Coordinate with other departments to enhance the customer experience and plan service marketing campaigns to boost sales growth.
Manage installation service partners, review and negotiate service contracts, and coordinate internal/external audits. Implement new systems (SAP, OFS, B2B, B-mobile) and establish improved workflows.
Handle urgent cases, maintain a positive service image, address customer complaints, and manage spare parts purchasing and inventory to improve supply flow and reduce costs.
Manage staff and agents from the back office and call center, addressing work-related questions and issues.
Oversee the service order process and assist in resolving customer problems.
Implement call center systems and prepare various reports upon request, including growth category and service order analysis.
Resolve subordinate work issues and promote workplace harmony among colleagues.

Bachelor’s degree or above, preferably in Marketing, Business Administration, or related field.
7+ years of experience in customer service management, preferably in the household appliance industry.
Excellent communication, leadership, and interpersonal skills, able to work effectively under pressure.
Familiarity with Customer Relationship Management (CRM) systems and other relevant technical tools.
Outstanding problem-solving and analytical abilities, able to make data-driven decisions.
Excellent multitasking skills and attention to detail.
Fluent in English.