Service Manager German Speaking

Principle duties: Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry., with a demonstrated ability to improve customer service delivery and operational efficiency through these channels.

Responsibilities  

  1. Project management

- Provide accurate inputs and possible solutions for incoming opportunities to Project Onboarding Executive and Customer Management Department (CMD)

- Make sure new projects are implemented successfully, by:

+ Develop detailed project plan which identifies the needed activities, including resource plan, testing, training plan in order to meet organization goals

+ Coordinate with other relevant people/departments for project testing/UAT

+ Gain sufficient project requirements and transfer the knowledge to related people through training

+ Support/supervise Service Assistant during project running

+ Monitor project on a daily basis and make improvements/adjustments when needed

+ Keep close contact with customers to understand and fulfill their needs, as a result, customer satisfaction can be maintained and improved

2. General management

- Provide accurate and timely information for related departments when required

- Control account portfolio (quality, TAT, productivity) to meet the predefined targets by maintaining close supervision to the projects

- Cooperate with Operations Management unit to have proper resource planning

- Continuously come up with improvement ideas for all projects to reduce processing time and enhance cost efficiency

3. Others

- Ensure other tasks assigned by Senior Service Manager are completed in good quality and delivered as committed

- Escalate to higher management for anything which is beyond authority or poses risks to the projects

*** Education:

- University degree or equivalent training, experience.

- Good at German (B1 – C1) and English is a plus

*** Technical skills and experience:

- At least 2 - 3 years of working experience as related position

- Understanding of company business

- Knowledge of IT is a plus

- MS Office (Word, Excel, PowerPoint)

*** Soft-skills:

- Customer service industry experience: tourism, hotel reception staff, call center/helpdesk, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners

- Customer centric mindset

- Negotiation skill

- Problem solving

- Communication and interpersonal skills.

- Leadership and supervision skills.

- Planning and analytical skill

- Presentation skill

- Team working skill

*** Attribute:

- Strong multi-tasking abilities

- Good team player

- Hardworking

- Innovation and creativity