Customer Service Manager

hace 3 días

Madrid, España BNP Paribas A tiempo completo

JOB PURPOSE

The B2B Manager will report directly to the COO Nickel Spain.

We are looking for a flexible and versatile Team Leader, customer-oriented, entrepreneur and trustworthy professional to contribute to our project.

Main role responsibilities include leading the B2B customer service team, handling the queries from our Points of Sales, and managing the related B2B activity, while ensuring the achievement of the defined KPIs (Service Level, NPS,...).

You will monitor business, process and providers and manage B2B service effectiveness, ensuring all customer inquiries are handled in an accurate and timely fashion.

In addition to leading the B2B customer service team you will work in strong collaboration with the Sales, Marketing and Compliance teams.

To be successful in this role, you should have experience in leading a team of contact center agents, experience in providers’ management and a strong focus in analyzing and solving problems.

MAIN MISSION
- Manage day-to-day activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Control of planned activities and supervision of the achievement of the objectives set, detecting possible deviations
- Keeping up to date with business developments and new features developed
- Reporting to the COO
- Support the COO to highlight operational risks and areas for improvement
- Ensure training and development plans are maintained for all team members
- Support the Head of Sales to deliver business targets and objectives and create a performance oriented culture
- Management of suppliers in their area of responsibility
- Implementation of actions and projects approved nationally and internationally in their area of responsibility
- By working together with Compliance and Risks Departments, ensure the definition, implementation and performance of the controls of the area and of the risk mapping
- Ensure that all controls implemented are carried out, as well as identify, promote and sensitize its employees with the detection of operational risks
- Incident and claims Management

KEY SKILLS
- Minimum of 4 years’ experience within a contact center environment as a Team leader
- Strong coaching, leadership, team development and communication skills
- Ability to deal with demanding customers and escalations
- Ability to work independently and autonomously, and to manage time and multiple priorities to execute high quality deliverables
- Strong commitment
- Strong abilities for analyzing and solving problems
- Empowered and decision maker
- Creativity and innovation mindset
- Results oriented
- Customer experience focused
- Bachelor's degree in business or relevant field of study
- Proficiency in English and Spanish, both spoken and written. Knowledge of the French language will be valued

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