Manager, Customer Service

Requisition Number: 1864

Position Title: Manager, Customer Service_G01

External Description:

Manager, Customer Service

The Customer Experience Manager’s primary function is to ensure the satisfaction and support of our German speaking customers in Germany, Austria, and Switzerland. Through effective leadership, support and coaching, the Customer Experience Manager will lead the Ad Creation Team to effectively engage and advise customers in the areas of job ad template creation, product implementation, customer satisfaction and KPI targets. In addition, the CX Manager is responsible for participating in the recommendation, development and implementation of quality service initiatives which improve customer experience and satisfaction.

Essential Functions

• Lead a team of approx. 9-10 Customer Service Representatives who are primarily responsible for liaising with customers to build job ad templates.

• Inspire and motivate staff to deliver exceptional service to customers.

• Provide support through effective coaching and performance analysis to team members to help them achieve department, individual and professional goals.

• Structure, lead and coordinate the team’s activities to achieve desired KPI targets.

• Work effectively with other teams within the job creation process to ensure a fantastic end-to-end experience for our customers.

• Ensure employees have the tools, skills, and knowledge to perform job functions.

• Develop company-specific goals and tasks at management level.

• Present and participate regularly at department and operation meetings, and other meetings, as requested.

• Recommend and participate in the development and implementation of short- and long-term service strategies.

• Proactively promote business relationships.

• Address and resolve complex customer issues that are escalated to the management level. Role Requirements

• Leadership ability or previous leadership type of experience.

• Must be able to demonstrate excellent customer satisfaction skills, ideally obtained in a customer service center environment.

• Advanced (fluent level) knowledge of German and English.

• Understanding of HTML & CSS would be beneficial.

• Advanced knowledge of CRM systems.

• Understand multiple reports and acting on statistics for the team's progression.

• Flexibility and the ability to adapt to constant change (related to work processes, department structure, environment, and technology) and the ability to lead during times of change.

• Able to motivate, develop and lead individuals in a team environment.

• Requires a high degree of initiative and independence.

What Monster offers

• International and multicultural working environment in a shared service center.

• Flexibility to work from home and in the office.

• Working hours flexibility: must achieve a 40 hour week with minimum of 6 hours per day.

• Work from home allowance.

• A 25 day vacation package

• A Competitive salary

• Job related continuous training

• Company benefits; including contribution to life insurance & pension schemes, health care program, language courses, food vouchers, and access to discounted health club memberships.

• Career progression opportunities

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Community / Marketing Title: Manager, Customer Service

Company Profile:

Monster (Randstad Group) is the worldwide leader in successfully connecting people to job opportunities. From the web, to mobile, to social, we help companies find people with customized solutions and we use the world's most advanced technology to match the right people to the right job.

We've made it our mission to help companies find better candidates. And nobody brings more cutting-edge tools to help them do just that than Monster. Whatever their needs are, we have the products and technologies to build a bespoke solution for our clients, to help them find #TheRightFit.

Innovation is the heart of our success... and our future. We're changing the way people think about work, and we're helping them improve their lives and their work performance with new technology, tools and training.

What makes Monster great…

Monster is synonymous with innovation; we are passionate about bringing great people and great companies together. In fact, we are obsessive about it – it’s what we do every day. We believe that the work that we do has a noble purpose... Making people’s lives better.

At Monster, we let people breath, giving everyone the opportunity to shape their destiny and provide the development support that allows them to do so.

Find out more about Working at Monster here: https://www.monster.com/about/working-here/

Location_formattedLocationLong: Brno, Jihomoravský CZ