Customer Operations Area Manager in Barcelona (Spain)

Where: Barcelona (Spain)

Extent of Work: Full Time

Click here to apply in English

What you will do within the Customer Operations team

Overall, the mission of the Customer Care team is to help and delight clients (b2b, b2c and internal), find the root causes of issues, scale, feed central business with feedbacks and add value to each contact.

As an Area Manager of the Customer Care team, you will contribute to:

  • Challenge current way of working, identify process inefficiencies and focus on continuous improvement
  • Manage a Line Manager who will have in charge the Customer Care Specialists of the Italian area
  • Be the main point of contact and represent your team interests in the relationships with central teams (CRM, Marketing,…) and Italian local teams (Country Manager, Sales, Account Managers,…)
  • Ensure a high level of customer satisfaction

You will join an agile and dynamic team, in a fast moving “scale-up” environment and will take part in an international organization that values strong execution, sharing and growing together.

Missions

  • Prepare and galvanize monthly team meetings
  • Prepare, collect and galvanize monthly area meetings (presentations to country directors, sales managers, marketing managers)
  • Liaise with local & central team for daily operations: CRM, local planning, marketing, legal & partnerships
  • Liaise with other departments (Sales, Cash collection, etc…) to improve collaboration & processes
  • Responsible for the team service level and quality
  • Communicate process & global initiatives
  • Escalate user insights, feedbacks on new features, suggestions to the Optimization team
  • Monitor CS kpi’s at agent level, country level and company level for monthly reporting
  • Define planning based on forecasts, service needs & HR limitations
  • Ensure that Support projects (Internal support, optimization projects…) are aligned with business needs
  • Liaise with countries leadership to agree on service level, provide feedback, and meet other local needs
  • Ensure extensive reporting of results and communicate insights to support decision making

Who you are

  • 4-5 years experience in team & project management in an international customer care environment
  • Native language: Italian (Mandatory)
  • Fluent in both Spanish & English (spoken & written)
  • Analytical & strategic thinking
  • Ability to work well with a variety of people in a variety of roles
  • Detail oriented
  • Ability to plan, organize, and coordinate
  • Experience as a great problem solver who can effectively drive for results
  • Proven experience as a trusted team player
  • Knowledge of the Pack office (mostly excel & power point)
  • Previous experience with Salesforce is a plus

 

Advertisements
willyworka

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.