Customer Service Manager  

• Build the foundations of customer service department which include setting up processes, creating tools, producing support material.
• Lead and manage a team of 3-5 Customer Service agents; responsible for the overall direction and performance of the team.
• Carry out supervisory responsibilities in accordance with Leflair’s policies and procedures.
• Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Analyze metrics to identify customer pain points and coordinate with Operations, Commercial and Finance teams to investigate and solve issues; escalating any issues appropriately and correctly
• Create best capacity plans for business by managing trade-offs between Customer
• Experience/Service Levels, Employee Experience, and Cost Effectiveness
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
• Effectively partner and build productive working relationships with direct reports, peers,leadership, and other departments

What We Offer In Return

• Chance to work in a developing industry with skyrocketing growth rates
• High performing environment where results are more important than effort
• Competitive salary and promotions based on employee skill set and success
• A chance to work with high energy, international and innovative teams
• Freedom in a responsible, collaborative and creative environment
• Access to our Employee Stock Options

This is a full-time position with competitive salary depending on experience of the applicant.

Still reading? Sitting on the edge of your seat? Apply now, and find out what’s next.

The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis as well as strong management skills in order to lead the CS team to deliver timely, accurate and professional support to all our customers.

Requirements

• Bachelor’s Degree major in any business-related or quantitative field
• Minimum 2 years experience as a people manager. Experience in setting-up/migrating communication tool
• Technical knowledge of communication systems (call & email)
• Strong analytical skills with high proficiency in Microsoft Excel, SQL language and databases is a plus
• Analysis experience in Customer Service or Operations preferred
• Positive and determined approach to researching and analyzing business opportunities
• Strong problem-solving skills,with ability to generate ideas and solutions
• Excellent organizational and project management skills
• Excellent speaking-listening-writing skills, attention to details
• Pro-active, hands-on, independent with proven ability to work in a high pressure environment