In partnership with Jooble.

2021.04.30. 10:50:55 - Client Services, Customer Services - Budapest

Customer Service Manager (German speaking)

Would you like to discover how our partner's diverse, hardworking people are leading the way in making energy cleaner and better?
Join their Team and advance your career as a Customer Service Manager (German speaking)!

Main responsibilities:
  • Lead and review operational performance.
  • Provide relevant support and work with internal partners and stakeholders.
  • Lead and support external/internal audits, identify and control risk and drive incident investigations.
  • Ensure adherence and compliance with the Code of Conduct, Policies, and ISO standards across the organization.
  • Run and analyze relevant reports, review the operational performance of the teams regularly.
  • Proactively plan, develop and monitor implementation of quality and process improvement.
  • Develop and maintain strong working relationships with key partners.
  • Ensure Global Process Standards are embedded and adhered to in day-to-day operations.
  • Drive cross-functional teamwork.
  • Implement changes needed to increase customer happiness.
  • Support the implementation of the OTC Tower strategy within the organization.
  • Set goals and clarify expectations, provide regular feedback, and conduct performance appraisals.
  • Provide mentoring, guidance, and feedback to team members to support the long-term career development of key talent.
  • Provide opportunities for learning and self-development.
  • Identify training opportunities.
  • Carry out resource management responsibilities for teams to ensure the efficient and effective allocation of resources for the organization.

Required skills:
  • Fluent in English and German
  • 8+ years experience in OTC or CSR, or AP 
  • Strong people leadership skills that facilitate others to play to their strengths
  • Strong performance leadership skills with experience of managing both quantitative and qualitative targets and a track record of achieving goals
  • Outstanding time management and interpersonal skills, able to prioritize and handle urgent issues and escalations
  • Outstanding customer acumen
  • Excellent written/oral communication skills and ability to build effective working relationships on all levels of the organization.
  • Highly motivated and results-oriented to deliver value to end customers and business both operationally and financially
  • Strong understanding of central initiatives and converting those into tangible action plans for the relevant region
  • Problem-solving and influencing skills, ability to run conflicting deadlines by effectively delegating and utilizing direct reports
  • Experience using SAP, Siebel, and MS Office applications
  • Proactive

  • Retail experience is an advantage