For one of our customers, a regional leader in softwares, we are hiring a :
Customer Service Regional Manager West Africa
The CS Regional Manager is responsible of delivering the best customer experience in his region, in all areas from lead management, claim management, order to delivery, to after sales support.
This postion will report to General Manager.
Define and deploy customer care roadmap for WA region (and duplicate to other regions as appropriate), together with the proper metrics
Phone system administration
Define, adjust, homogenize and report customer care SLAs and metrics in WA region, including NPS
Support ad’hoc projects related to customer care, working cross-function mainly with business process excellence, IT crm, marketing or digital teams
Ensure proper process documentation related to Customer Care (creation and / or adjustment)
Propose and implement any process improvement or automation to cut cycles handling time (continuous improvement) and provide best in class customer support within budget scope
Act as point of contact for IT support related to customer care topics, including CRM tool.
Contribute and Align with customer care global policies
In charge of raising and following up till closure any IT bugs / issues related to customer care
Master degree with preferred emphasis in international sales, and customer support (or equivalent)
Fluency in English, French or another EU language is a plus
Minimum 10 years in Customer Care / Customer Service in a global environment
Proficient with all Microsoft Office applications
Experienced in CRM and phone system administration