Customer Care Manager

 

We are seeking a passionate and strategic leader to take on the role of Customer Care Manager. Your chance to transform the customer care experience and drive success in a self-managed environment.

De functie

As the Customer Care Manager, you demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries. You will supervise and mentor the team of customer care representatives (13 people) by teaching them industry best practices, offering feedback and establishing measurable customer satisfaction goals and providing applicable access to training on the job. Key Responsibilities:

1. Visionary Leadership:

• Showcase your exceptional leadership skills by executing a visionary customer care strategy.
• Mentor and develop team members, fostering a culture of success and collaboration.
• Transform your team into cooperative and process-focused experts, driving results through empowerment.

2. Customer Satisfaction Champion:

• Elevate customer satisfaction and service excellence as your primary goals.
• Tackle challenges head-on, swiftly resolving issues and ensuring a seamless customer experience.
• Utilize customer feedback and data analysis to continuously improve services, collaborating with stakeholders on actionable plans.

3. Effective Problem Resolution:

• Ensure complaints are handled effectively, showcasing your adept problem-solving skills.
• Demonstrate the ability to escalate and communicate effectively with various stakeholders when necessary.

4. Strategic Planning:

• Exhibit excellent planning skills to maintain optimal team occupancy in alignment with inbound and outbound cases and call volumes.
• Develop and present annual budget requests, aligning with the growth ambitions of both business units.
• Monthly cost steering to ensure efficiency and identify opportunities for improvement.

5. Stakeholder Management and Communication:

• Spearhead effective communication and collaboration with other departments.
• Keep your team and peers informed about the latest news and developments, fostering a culture of shared experiences and continuous improvement.
• Build strong relationships with other departments to enhance the overall customer experience.

6. Process Optimization and Team Empowerment:

• Provide clear processes, procedures, and cutting-edge technology to empower your team.
• Engage team members in continuous gap analysis, development, and process recording to enhance customer-focused interactions.
• Foster an environment where team members actively contribute to refining processes and staying up-to-date with industry knowledge.
• If you're ready to lead with vision, drive customer satisfaction to new heights, and collaborate seamlessly across departments, then we want to hear from you. Join us in shaping the future of customer care excellence!

Jouw profiel

Your are someone who is experienced in working in an international environment and in managing different cultures. Furthermore you bring:

• Bachelor’s degree or higher
• Over 7 years of relevant experience in customer care
• Over 5 years of team lead or managerial experience in customer care
• Proven results in leading teams through change and growth
• Proficient in English and preferably one other major language
• Proven experience with various customer care and contact applications (e.g. Salesforce, Broad-Soft, Chat-functions, et cetera)
• Well-connected within the customer care industry, up to date with latest developments

We are seeking a candidate who holds the following competences: Leadership and coaching skills, strong communication skills, analytical, data driven, result oriented, quality driven, strategic problem-solving and conceptual thinking, strong interpersonal skills, able to get buy-in and commitment from internal stakeholders, up to board level, decision making skills.

Bedrijfsprofiel

This is a global company that develops smart, secure cash handling and personnel management tools that increase efficiency and profits. You will join an organisation with the charm of an SME, but with the international character of a multinational. Employees come from all over the world and this brings a fun atmosphere. The organisational structure is flat, they are averse to voluminous reports that no one would ever read but look at how something can be done.

Het aanbod

You will work in an organization with the charm of a SME, but with the international character of a multinational. Our people come from all over the world and bring together a really nice atmosphere (and you really should attend our monthly organized company drinks!). Our organization structure is flat, we are averse to bulky reports that no-one would ever read and have a can do mentality. The office is located in a beautiful newly designed office building. Furthermore, you get:

• A competitive salary, based on knowledge and experience
• Good pension plan (partially paid by employer)
• Bonus plan
• 25 days of leave, option to purchase 3 extra leave days
• 1 day of paid leave volunteer work
• Option to work from home on a 50/50 basis, including hybrid work allowance
• Commuting allowance
• Tax friendly option to lease a bike
• WGA Hiaat insurance (paid by Safescan)
• Opportunities for training and education-+

Are you ready to lead a dynamic and high-performing team to new heights in customer care? Apply with your resume and motivation.
Would you like more information about this position? Then please contact Peggy Kooper, e-Recruitment Specialist, 06 29 53 71 53 or email kooper@exactpi.nl.

Please only apply when you are a resident of The Netherlands holding a valid work permit (no sponsoring needed).

Exactpi refnr.: 4419 .

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