Customer Service Manager (Retention)

TL;DR

Customer Service Manager (Retention): Manage customer service team to ensure productivity, customer orientation, and retention goals with an accent on performance management, coaching, and issue resolution. Focus on implementing action plans, conducting interviews, and driving team development through mentoring and disciplinary actions.

Location: Cebu City

Company

Leading European provider of cloud infrastructure, hosting services, and digitalization solutions for SMBs operating in Europe and North America.

What you will do

• Ensure customer orientation and productivity of the team, reacting to issues as needed.
• Provide guidance, set expectations, and supply resources for efficient job performance.
• Handle employee concerns, performance reports, and corrective actions.
• Process operational tasks, create action plans, and meet attendance/performance targets.
• Conduct coaching, mentoring, interviews, and retention activities to build team spirit.
• Interact with other teams, attend meetings, and improve customer satisfaction procedures.

Requirements

• Excellent English verbal and written communication skills
• Education or training in Computer Science, IT, or equivalent experience
• Strong technical and customer service knowledge of 1&1 and internal systems
• Experience in Customer Service and Technical Support
• Strong leadership skills
• Organized, driven, and results-oriented

Culture & Benefits

• Open structures, friendly working culture, and flat hierarchies with strong team spirit.
• Work and fun are compatible in a growing environment.
• Value diversity and welcome applications regardless of gender, nationality, or other factors.