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İlan yayından kaldırılmıştır
İstanbul(Avr.)(Kağıthane)
İş Yerinde
İş Yerinde
Job Type
Full-Time
Position Level
Medium Level Manager
Department
Customer Services / Call Cen...
Customer Services / Call...
Application Count
137 application
Job Type
Full-Time
Position Level
Medium Level Manager
Application Count
137 application
Department
Customer Services / Call Cente...
QUALIFICATIONS AND JOB DESCRIPTION
Lufthansa InTouch, the Lufthansa Competence Centre for Customer Service, provides innovative and tailor-made customer service solutions for the Lufthansa Group. Our international Customer Service Network of seven Customer Service Centers worldwide covers the entire range of services to assist airline passengers, travelers and logistic companies. This includes call, claim and email handling as well as ticketing, Web and Social Media support. About 2.230 Customer Service Consultants assist our clients in more than 30 languages, 24 hours daily.
PURPOSE OF ROLE
The position of the Customer Service Manager is part of the Lufthansa InTouch Competence Centre approach and shall carry the local responsibility for Customer Service related aspects of Lufthansa InTouch ensuring a best in class, Lufthansa InTouch Service Management approach and a continuous improvement of our customer satisfaction. He/she delivers and implements excellent Customer Service within the Lufthansa InTouch Global Standard. In a continuous effort the Customer Service Manager intensifies, increases and further improves the quality of related customer service processes and procedures.
WORK PERFORMED
- Administration of the Service Centre (250-300 employees)
- Customer Service Management (ensure all customer service activities, support and strengthen the strategic objectives of the overall organization)
- Responsible for staff planning (midterm and long term optimization); identifies situations of over/under-staffing and initiates appropriate action so as to safeguard the continuous improvement of service level achievement
- Management of quality and performance objectives to achieve the internal and external KPI´s in compliance with economic factors and budget
- Development and implementation of ideas and concepts for the optimization of service centre related policies
- Continuous monitoring of employee and team productivity and setting appropriate measures
- Implementation of new processes in collaboration with internal decision makers
- Preparation of reports and statistics related to the customer service function
- Direction and Management of the teams
- Close cooperation with different departments and other Customer Service Manager worldwide of Lufthansa InTouch
- Directly reporting to the Site Operations Manager
QUALIFICATIONS
Technical Competency Requirements
- Fluency in German (native speaker level), Proficiency in English, Turkish is advantageous
- Proven experience in managing service delivery in a service centre operation and detailed knowledge of service centre processes and technological capabilities
- Demonstrated leadership experience with including people management and development
- Demonstrated knowledge and experience with Workforce Management systems and principles
Personal Competency Requirements
- High level of integrity and confidentiality
- High degree of customer service orientation and competent appearance
- Ability to work under pressure and to meet deadlines
- Strong analytical and problem solving skill
- Leadership and negotiation skills
- Strong communication skills and team spirit
- Result and quality orientation
- Highly motivated, innovative and creative
- Strong global team player in a multicultural environment
Preferred Candidate
More than 5 years of experience
Associate Degree(Graduate), Bachelor’s(Graduate)
Completed, Exempt
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Hakkımızda
Lufthansa InTouch ist das Competence Center für den Kundenservice der Lufthansa Group. Unsere Service Center befinden sich an 7 faszinierenden Orten w
Şirket Sayfasına GitYan Haklar
Özel Sağlık Sigortası, Yemek Kartı (Setcard, Ticket, Multinet, Sodexo vb.), Prim, Bireysel Emeklilik.
Müşteri Hizmetleri Müdürü pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Müşteri Hizmetleri Müdürü Müşteri Hizmetleri Müdürü Maaşları Müşteri Hizmetleri Müdürü Nasıl Olunur? Müşteri Hizmetleri Müdürü Nedir? Müşteri Hizmetleri Müdürü İş İlanları