Customer Service Manager

We are seeking a highly skilled and dynamic Customer Service Manager with fluency in Italian to join our team at an undisclosed Coffee Machine Company based in Paris. As the Customer Service Manager, you will be responsible for leading and managing our Italian-speaking customer service team to ensure exceptional customer experiences and satisfaction.

Responsibilities:

1. Team Leadership: Manage and provide leadership to a team of Italian-speaking customer service representatives, ensuring high performance, motivation, and professional development.
2. Customer Support: Handle escalated customer inquiries, complaints, and issues in a timely and effective manner, providing prompt resolutions and maintaining customer satisfaction.
3. Quality Assurance: Establish and maintain quality standards for customer service interactions, including call monitoring, feedback, and coaching to ensure consistent and outstanding service delivery.
4. Process Improvement: Continuously evaluate existing customer service processes, identify areas for improvement, and implement strategies to enhance efficiency, effectiveness, and customer experience.
5. Training and Development: Conduct regular training sessions to equip customer service representatives with the necessary skills and knowledge to handle customer inquiries effectively. Stay updated on product features, specifications, and troubleshooting techniques.
6. Relationship Management: Develop and maintain strong relationships with key customers, distributors, and stakeholders, serving as the main point of contact for Italian-speaking clients.
7. Reporting and Analysis: Track and analyze customer service metrics, prepare reports on team performance, customer feedback, and trends. Use data-driven insights to optimize processes and enhance customer satisfaction.
8. Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, and technical support, to ensure seamless coordination and resolution of customer issues.

Requirements:

1. Language Skills: Fluent in Italian and English. Proficiency in French is a plus.
2. Experience: Minimum of 5 years of experience in customer service or related roles, with at least 2 years in a leadership or managerial position.
3. Industry Knowledge: Familiarity with coffee machines, equipment, or the coffee industry is desirable but not mandatory.
4. Leadership Abilities: Proven track record of successfully leading and managing a customer service team, driving performance, and fostering a positive and productive work environment.
5. Communication Skills: Excellent verbal and written communication skills in Italian and English, with the ability to articulate complex ideas clearly and concisely.
6. Problem-solving Skills: Strong analytical and problem-solving abilities to effectively resolve customer issues and provide creative solutions.
7. Customer-centric Approach: Passionate about delivering exceptional customer experiences and able to cultivate a customer-centric culture within the team.
8. Adaptability: Comfortable working in a fast-paced, dynamic environment with the ability to adapt to changing priorities and handle multiple tasks simultaneously.

If you are a motivated and experienced Customer Service Manager with fluency in Italian, we invite you to join our team at the undisclosed Coffee Machine Company in Paris. Apply today and contribute to our mission of providing the best customer service in the coffee industry!