Senior Customer Service Manager

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Deltatre

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We bring sport and entertainment to life

Reporting to the Vice President B2B & B2C Support, the Senior Customer Services Manager is responsible for a global team delivering customer services operations (B2C), across a variety of projects, assisting with the planning and implementation of the vision, design and realisation of joined-up customer services across group-wide end-user/OTT consumer-facing platforms and services.

Responsible for day-to-day global customer service operations and collaborating with relevant stakeholders and resources, the Senior Customer Service Manager will understand the operational needs of each project, ensuring that SLAs, KPIs and customer metrics are achieved in line with the highest quality in output, efficiency and profitability.

Due to the nature of the role and the geographical distribution of teams, clients and live events, this role requires to adapt to a flexible working pattern based on shifts.

Responsibilities:

  • Run, monitor and report on day-to-day customer service operations across a variety of global projects, clients and sports
  • The building, maintenance and upkeep of Knowledge Management System(s)
  • Management of Zendesk (or similar ticketing system)
  • Provide 2nd-level and supervisory support during live operations
  • Recruitment in cooperation with the Talent Acquisition function and training of internal and third-party teams
  • Provide 2nd-level and supervisory support during live operations
  • Manage day-to-day relationship with client providing reports, feedback and analyses as required
  • Take responsibility for quality of output, efficiency and profitability of projects
  • Ensure target SLAs, KPIs and customer metrics are achieved
  • Operational management including costs, budgeting and capacity control
  • Gain an understanding of Deltatre’s services and technology
  • Help define pricing models and key operational and customer metrics
  • Understand and evangelise customer service concepts and strategy internally and externally
  • Lead initiatives across the group in support of delivering ‘Best in Class’ end-user/OTT customer services
  • Assist with the design, shape and evolution of B2C group operations
  • Liaise with internal and 3rd-party customer payment, subscription and account services
  • Keep up to date with the latest industry trends and technologies and feed back into the organisation and working practices
  • Work with the commercial and technical teams on customer service projects, as required

Requirements :

  • Excellent English, both written and spoken is a must to be successful in our international environment. French knowledge is a plus.
  • Previous experience with Zendesk or other similar tools.
  • Familiarity with both written and live conversation (either via phone or via chat).
  • High ability to adapt and navigate uncertainty by changing course of actions, approaches and process as the program will grow.
  • Experience in providing customer service support in a digital/IT environment around software services.
  • Familiarity with Entertainment industry and OTT solutions will be highly appreciated.
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills

We’re looking for someone who is:

  • driven to push the boundaries and lead change and performance
  • communicative to leave no-one in the dark and to work with your team successfully
  • reliable so we know that we can call on you to meet deadlines
  • passionate about the latest technologies and standards
  • proactive to suggest improvements, identify and fix potential issues
  • solid technically speaking, to advise both Clients and internal teams

Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a ‘can-do’ approach, strong work ethic, integrity, friendliness and attention to detail is crucial.

Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre’s commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

Some of our Company perks:

  • Global company with huge growth potential
  • 25 working days per year vacation entitlement
  • 5 Sick Days – per calendar year
  • Team events sponsored by the company
  • Free refreshments in the office
  • Private health insurance

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.

Please note that we will only contact successfully shortlisted candidates.