Job Details
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Job Description
- Deliver customer service capabilities to the client by driving the unit to an excellent level of first and second line of support for the client's customers enabling them to use the wide variety of products and services voice or data.
- Raise the quality level of handling customer technical inquiries/problems for the client to systematically measure and address its root causes to drive improvement in customer experience through the organization fulfilling Majorel’s contractual obligations.
- Responsible for the Revenue recognition.
- Responsible for Opex.
- Responsible for the People management, Process management, Performance management, and Client management.
Job Requirements
Experience and personal attributes:
- Bachelor’s Degree.
- Fluent English language speaker.
- Fluent German language speaker B2.
- Minimum of 5 years in Customer Management
- Experienced in inbound/Outbound contact center management.
- Customer service experience in a call center setting.
- Good commercial acumen and business acumen
- identify and solve varied business problems
- Advanced knowledge of call center industry (systems, processes, techniques)
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Experience in identifying and delivering operational solutions.
Interpersonal Skills:
- Self-motivated, disciplined and organized.
- Able to work under limited supervision and meet the deadlines.
- Ability to meet targets and deadlines while maintaining professional standard.
- Excellent communication skills in terms of speaking clearly and persuasively in positive or negative situations.
- Ability to communicate effectively at all levels.
- Customer focused with a drive for results.
- Demonstrated leadership and organizational skills with cross-functional teams.
- Drive towards continuous development and improvements.
- Strong prioritization, organizational and people management skills.
