Customer Service Manager

**Job summary**: The Customer Service Manager is responsible for overseeing, supervising and optimizing all related inspection process steps (order treatment & planification, appointment process, inspection post modification, inspection quality level, claims management, inspections selection suppliers). He/she ensures customer satisfaction and compliance with the company’s commitments for SWE region (France, Spain, Portugal). **Who are you?** - _Education skills : _Bachelor’s degree in business, or a related field. French C1 level, English B2/C1 level as a minimum, Spanish / Portugues B2 level is a real plus. - _Specific skills :_ Good level of local & English languages and writing, planning & organisation (time management), presentation and communication skills, process improvement methodologies (e.g.monitor and enhance management practice). - _Relevant work experience : _> 7 years’ experience in automotive/remarketing branch, robust and large management team background, process improvement, cross departmental collaboration **Specific tasks to be executed in this job**: - 1.Main missions :_ - Manage several teams related to 3 main activities (inc. a call center) and support employee development. (30 people). - Monitor and achieve quality/productivity/call center indicators (KPIs). - Manage and coordinate Planning / Customer Relations / Quality within the SWE region. - Manage and resolve Customer issues & complaints. - 2.Supporting Customer journey :_ - Develop and implement customer service policies and procedures - Handle complex customer inquiries and escalations - Collaborate with other departments to improve overall customer experience - Analyse customer feedback and develop and implement strategies for improvement - Prepare and present reports on customer service metrics to senior management - Provide training and development opportunities for team members - Foster a culture of continuous improvement and high performance - Develop and implement strategies to optimize inspector/audit schedules and appointment planning - Develop and implement quality improvement plans - 3.Interactions with:_ - Maintain clear and effective communication with both customers, internal teams about relevant processes and projects. - Discuss the organization, processes, working methods, and any challenges or desired improvements with managers and employees. - 4. Change management:_ - Drive a culture of continuous improvement and innovation within the region **Job position**: Based in Roissy (Paris Nord 2), he or she will be involved in France, Spain, Portugal, HQ (Belgium) requiring some travels to support local or European projects. You report directly to the Operation Director as N-3 position and interreact with European teams and sales teams mainly. You have 3 teams to manage (30 people). **What's in it for you?** - Reward based on experience. A competitive salary supplemented with fringe benefits, such as a pension scheme, a mutual insurance company and a commuting allowance. Your pay is based on your experience and grows with your skills and ambitions. - Flexible hours. Home office (2 day/week). You are a manager. You get 25 days off +“RTT”. - Meal Voucher **Why switch to Macadam? Because you are here...** ... You 100% valued. You are 100% valued. This is not just a job; it's a springboard. At Macadam, your potential is what matters, not your position. If you show initiative, the sky's the limit. We are a thriving company and the driving force behind your ambitions. ... You will be encouraged to grow. You are not just a number in our company hierarchy. Macadam is a network of empowered employees and experts. Your voice matters, your ideas count, and we prioritise your career. ... You will be at the forefront of innovations. With in-house AI and advanced digital tools, Innovation comes naturally to us. Do you have any innovative ideas? Type d'emploi : CDI Statut : Cadre Avantages: - RTT - Travail à domicile occasionnel Lieu du poste : Télétravail hybride (93420 Villepinte)