Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for overseeing the daily operations of the customer service department, optimizing the customer journey, and managing the relationship with the outsourced customer service agency.

YOUR TASKS

Responsibilities:

• Customer Journey Optimization: Continuously monitor main contact drivers and implement actions to enhance the customer journey and reduce contact volume.
• Process Expertise: Maintain expert knowledge of company processes, particularly those involving customer interactions.
• Cross-Department Collaboration: Participate in broader company initiatives to improve processes, the customer journey, and interdepartmental collaboration.
• Industry Trends: Stay informed about the latest industry trends and techniques to continuously improve customer service operations.
• Vendor Liaison: Act as the primary liaison between internal departments and the outsourced customer service agency.
• Goal Setting and KPI Management: Establish clear goals and KPIs, ensuring the outsourced agency has the necessary tools and knowledge to achieve these objectives.
• Contract Management:
  • Ensure adherence to all contractual agreements between the company and the outsourced agency.
  • Regularly review and update contracts to reflect any changes in service requirements or business needs.
  • Monitor compliance with contract terms, including service level agreements (SLAs), and address any discrepancies promptly.
  • Conduct regular audits of the outsourced agency’s performance and financial submissions, including hours, invoices, and reports.
• Financial Oversight: Review and verify hours, invoices, and reports provided by the outsourced agency.
• Reporting and Analysis: Prepare and analyze weekly and monthly reports and surveys to track performance and identify areas for improvement.
• Project Management: Initiate, manage, contribute to, and follow up on projects aimed at improving the customer journey.
• Issue Resolution: Proactively identify and address issues, ensuring timely and accurate follow-up with relevant stakeholders.
• Team & Vendor Management: Managing a small team & the relationship with the outsourced party.

Key Qualifications:

• 5+ years of experience in customer service, customer experience, or operations roles, with a focus on service delivery and process improvement.
• Previous experience managing or directly liaising with outsourced customer service providers, including overseeing contracts, SLAs, and performance metrics.
• Demonstrated experience in analyzing customer contact drivers and implementing data-driven initiatives to improve the customer journey and reduce contact volume.
• Strong understanding of customer service operations, including escalation management, KPI tracking, and workflow optimization.
• Proven project management experience, with the ability to initiate, manage, and follow up on cross-functional projects and initiatives.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across departments and influence decision-making at multiple levels.
• Familiarity with industry best practices and emerging trends in customer service and experience.
• Fluency in English & Dutch (spoken and written) is required; additional language skills are a plus.
• Bachelor’s degree in Business, Operations, Customer Experience, or a related field (preferred but not mandatory).

Benefits

• 25 Days of Annual Leave: As a full-time employee, you will receive 25 days of paid holiday each year, with the flexibility to buy or sell up to 4 additional days to meet personal needs.

• Hybrid Work Model: We offer a flexible hybrid work environment, enabling you to seamlessly balance office and remote work to enhance productivity and work-life balance.

• Work From Abroad: Take advantage of the opportunity to work remotely from abroad for up to 2 weeks annually.

• International Work Environment: Join a dynamic, global team that fosters collaboration and cultural diversity, providing you with a rich and inclusive professional experience.

• Partial Travel Allowance: Benefit from a partial travel allowance to support your commuting costs, ensuring your journey to and from work is more affordable.

• Hunkemöller Academy: Gain access to our Hunkemöller Academy, offering a wide range of professional development programs to support your career growth and skill enhancement.

• Employee Discounts: Enjoy a 25% discount on all company products, allowing you to access our offerings at a reduced price.

“Brian Quote” Brian Grevy, Chief Executive Officer