Position Summary

Exciting new position for a customer service manager – will be instrumental in shaping the department and CS strategy – confident managing outsourced international teams – not afraid to roll-up their sleeves as we launch this new platform.

CS Managers are responsible for cultural fits, brand identity consistency, sharing product updates and customer feedback, training and coaching, performance report to local stakeholders, agency management and budget management.

Responsibilities

1. Interface with all business teams to ensure that service levels are achieved and maintained
2. Actively seeks solutions and provides trends & feedback to the Customer Experience Director and senior management team to drive technology and operational improvements; interface effectively with internal development teams and service owners
3. Demonstrates timely, accurate and professional customer service. Maintains a positive and professional demeanour and portrays the company in a positive light
4. Functions as an authority for operational policies, procedures, and services
5. Functions as an authority and escalation point for the Customer Service agency
6. Contributes to strengthen the relationship with the agency by proactively aiding teammates with difficult customer contacts. Demonstrates effective communication and cooperation with agency and co-workers to manage team workload and morale
7. Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies and demonstrates a commitment to excellent customer service
8. Analyses volume of incoming contacts for the team and directs workflow accordingly
9. Maintains quality and volume using metrics to ensure that individuals and team are at or above standard for skill group
10. Build and maintain accurate FAQ articles
11. Pro-actively suggest new ways to improve on customer services and support journeys
12. Actively participate and/or drives discussion around customer feedback and regular UX improvement requests
13. All other duties and special projects as assigned

Requirements

* Minimum 5-year experience in Customer service and 3 years as a managerial position. Ideally in a digital environment
* Previous experience with call centres
* Experience in International and digital environment
* Additional experience in online retail is a plus
* Fluent in English – any additional language is a bonus
* Strong communication skills
* Excellent organisation and prioritisation skills
* Confident with Excel and Power Point and other MS Office tools
* Knowledgeable on CRM systems – Zendesk ideally
* Track record of efficient budget management
* Excited and motivated by change, multi-tasking and fast pace environment
* Available for regular travelling
* Ability to motivate and inspire large groups of people is a must
* Experience analysing and reporting data
* Confident in managing real time environment and live events
* Understand mind-set of Cycling (or other sport) super fans

Preferred Qualifications
* Demonstrates effective communication, composure and professional attitude
* Dynamic and motivational
* Excellent written and oral communication skills
* Demonstrated ability to coordinate between technical resources and business stakeholders
* Demonstrated project management skills
* Demonstrated ability to multitask in a dynamic, fast-paced, cross-functional environment