We are a European international company in the process of establishing a new location in Lisbon. As part of our expansion, we are seeking a dedicated bilingual Customer Service Manager fluent in English is a must have, proficient French and/or German are great assets.
This role is pivotal in ensuring seamless communication between our clients and employees.
You will be leading a team of dedicated customer Service representatives and your responsibilities will be as follow:
Team Leadership
- Lead, coach, and develop a multilingual team of agents.
- Set and track KPIs
- Conduct regular performance reviews and support agent growth.
Service Quality & Escalation Handling
- Ensure high-quality customer interactions across calls and emails/tickets.
- Review tickets/calls for quality assurance.
- Resolve escalated issues with professionalism and empathy.
- ️ Operations & Process Optimization
- Oversee scheduling and ensure adequate team coverage.
- Monitor ticket flow and implement process improvements.
- Maintain and update SOPs and knowledge base content.
Performance & Reporting
- Track and analyze key service metrics.
- Provide regular reports to senior management (remote)
- Identify trends and suggest service enhancements.
Multilingual & Cross-Functional Collaboration
- Guarantee service consistency in English, French, and German.
- Support internal teams with customer insights and feedback.
- Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.
Continuous Improvement
- Drive initiatives to improve customer satisfaction and team efficiency.
- Promote best practices and innovation in customer service delivery.
Requirements
- Empathetic Leadership
- Resilience & Calm Under Pressure
- Strong Multilingual Communication
- Analytical & Solution-Oriented Mindset
Benefits
- Competitive package
- An opportunity to be part of a dynamic, international team
- A role in a growing company with potential for career advancement
- A supportive work environment that values collaboration and innovation