Customer Service Platform Manager - Spain

Date Posted: Monday 16 May 2022

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Customer Service Platform Manager
Barcelona/remote
€very comp
Nine Twenty Technology & Digital are delighted to be partnering with an international SaaS company who provide an e-health solution to doctors and patients.
The Role:
We are looking for a passionate Customer Service Platform Manager to help change the world while building an amazing company.
You will be responsible for managing and improving the current systems in place, developing new tools and systems to ensure Customer Care can provide an outstanding, cost effective services.
Responsibilities:
  • Work closely with Customer Care team to understand needs of the operation
  • Provide service operation departments with the required tools
  • Manage contracts, negotiations, cost and licenses of all our systems
  • Ensure the availability 24/7 and scalability of our current systems
  • Develop ad-hoc tools to increase efficiency of the service
  • Look continuously for improvement opportunities both in current tools and new ones
  • Manage implementation and integration of new systems for Customer Care
  • Measure and optimize the performance of Customer Care tools
  • Drive efforts to improve operational efficiency and reduce its costs.
  • Work closely with Tech teams to ensure a solid infrastructure
Requirements:
  • Excellent experience in operations, leadership and technical skills to build up the team.
  • Proven experience with Salesforce
  • Knowledge of one of the following: Voice, Quality, Learning, Knowledge Base and Chatbots
  • Management of support/customer service team
  • Vendor management experience
  • Track record of delivering in-house solutions
  • Proven position help in product management
  • Excellent stakeholder management skills
  • Data integration knowledge
  • Strong analytical skills
  • Excellent communication skills
To be considered for this opportunity, please apply today, or contact Rachael Baxter.
Erbaxter@weareninetwenty.com
T: 07825 456 378

 

Rachael Baxter

Head of Delivery - Technology

T: 07825 456 378

E: rbaxter@weareninetwenty.com