Customer Service Manager

Customer Excellence Porto, Portugal


The Role

You will be responsible for a team of Customer Service Supervisors and Advisors and will work closely with the Head of Customer Operations on strategy and execution to promote the highest level of service excellence.


What You'll Do

  • Execute the global service strategy, ensuring SLAs are achieved;
  • Provide leadership for the team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best level of service;
  • Lead, coach, develop and train the Customer Service Supervisors;
  • Assess daily/weekly service levels and quality of service;
  • Implement service improvement strategies;
  • Act as final point of escalation for team for customer or IT related issues;
  • Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas;
  • Work with Real-Time Analyst to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks;
  • Provide weekly customer feedback report;
  • Manage customer related costs;
  • Work closely with global CS Managers to ensure consistency of service and productivity;
  • Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives;
  • Support the Customer Service Supervisors to recruit, train and develop Customer Service Agents to ensure knowledge and skill-set growth;
  • Limited international travel may be required


Who you are

  • An experienced leader and manager of a customer service team;
  • Knowledgeable and experienced in e-commerce;
  • Acquainted with the luxury fashion and brands (a plus);
  • Commercial acumen driven with the ability to pivot quickly according to business needs and to manage change with confidence;
  • Able to work under pressure in a fast-paced environment;
  • Able to manage and organize a team from a performance as well as development perspective;
  • Able to make sound business decisions with a strong sense of urgency;
  • Able to work across all levels within an organization with a collaborative approach;
  • Passionate for providing exceptional customer service to both internal and external customers;
  • Flexible in schedule; must be available to work possible evenings, weekends and holidays when needed