Customer Service Manager Junior

Working for the Head of Customer Service the Customer Service Manager is responsible for a global team delivering customer services operations (B2C), across a variety of projects, assisting with the planning and implementation of the vision, design, and realisation of joined-up customer services across group-wide end-user/OTT consumer-facing platforms and services.

Responsible for day-to-day global customer service operations and collaborating with relevant stakeholders and resources, the Customer Service Manager will understand the operational needs of each project, ensuring that SLAs, KPIs and customer metrics are achieved in line with the highest quality in output, efficiency and profitability.

For this role you must be able to work on a hybrid basis with at least 1 day per week working in our office based in Skopje.

Operations

• Run, monitor, and report on day-to-day customer service operations across global projects, clients, and sports
• Provide Level-2 and supervisory support during live and non-live operations.
• Continuously deepen knowledge and stay consistently updated on the products and services the customer service team supports
• Continuously deepen knowledge and stay consistently updated on the processes and tools the customer service team uses
• Provide prompt, timely, comprehensive, and transparent feedback on products, services, tool configurations and processes.
• Help define key operational and customer metrics
• Assist with the design, development, and evolution of B2C group operations.
• Lead initiatives across the group to deliver ‘Best in Class’ end-user/OTT customer services.
• Keep up to date with the latest industry trends and technologies and feed back into the organisation and working practices
• Take responsibility for quality of output, efficiency and profitability of projects

People Development (Training, Evaluation & Feedback)

• Provide ongoing structured training and coaching of customer service agents on new & exiting products and processes
• Ensure that each customer service agent and supervisor deliver clear, concise, and grammatically correct communication with customers, demonstrating a strong command of the English language.
• Ensure that each customer service agent and supervisor is fully knowledgeable and consistently updated on products and processes.
• Monitor productivity and quality output of customer service agents and consistently provide feedback to management.
• Ensure SLAs, KPIs and other customer metrics are achieved or exceeded
• Provide consistent, honest feedback on the performance and behaviour of each team member (agent and supervisor)

Processes, Tools & 3rd parties

• Management of Zendesk (or similar ticketing system)
• Management of Confluence (or other Knowledge Management System(s))
• Review customer feedback utilizing Zendesk data to ensure continuous improvements are implemented
• Liaise with internal and 3rd-party customer payment, subscription and account services
• Work with the commercial and technical teams on customer service projects, as required
• Manage day-to-day relationship with client providing reports, feedback and analyses as required

We’re looking for someone who is:

• driven to push the boundaries and lead change and performance
• communicative to leave no-one in the dark and to work with your team successfully
• reliable so we know that we can call on you to meet deadlines
• passionate about the latest technologies and standards
• proactive to suggest improvements, identify and fix potential issues
• solid technically speaking, to advise both Clients and internal teams

Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.

Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.