Customer Service Manager

Contact Service (www.contactservice.info) is proud to announce that we have partnered with a global ground transportation company from the US, Eight Black (www.eightblack.com), as their service provider for remote operations in Serbia.

We are looking forward to establishing a long-term business relationship and to bring exciting work opportunities. Therefore, we are looking for new team members to help us build an exceptional Customer Service Team in Serbia.

Eight Black is an independently owned global ground transportation and security business based out of Colorado in the United States, with 56 team members in 5 states serving 114 countries worldwide! Eight Black owns and operates multiple businesses including multiple private black car services and a highly sought after Executive Protection and security consulting business. Their Airport Shuttle Service, the largest in Boulder County, operates 19 fixed time arrivals and departures to Denver International Airport from Boulder County hotels, customer homes, etc. on a daily basis.

You will love this job if:

• you have a passion for excellence and a natural ability to solve problems
• you're looking for a stable role within a family-friendly company that values your contribution and will continuously invest in your development
• you're quick, decisive, and thrilled to work in a fast-paced tight-knit team
• you have a customer-centric approach to work and take pride in providing first-class service
• Reference: xQaJ-qRoNJwCZP2clK_NAssvXFOWb7XT2pjzIN4UuBM.

To help you give your best, we will:

• welcome you as part of our team, offer support, and do our best to keep you happy
• provide training and learning opportunities as well as fun team-building activities
• reward your hard work with bonuses
• provide you with the opportunity to work from home

As a Customer Service Manager, you will:

• supervise and manage day-to-day operations of the CS team
• participate in hiring, onboarding, training, retraining processes for all projects under Eight Black and make recommendations to management about staffing requirements
• maintain manuals and other training material and serve as a mentor to all agents
• conduct Quality control (calls, emails, overall workflow) and monitor agents’ overall assignments, tasks and correspondence
• provide monthly reports on agent performance and KPls
• oversee inside sales process and documentation in CRM platform
• motivate and provide support and assistance during and outside business hours
• create CS schedule, manage and review daily call log, and escalate specific items to management as needed
• participate in any required meetings and/or special trainings for professional development
• resolve customer complaints for all Eight Black companies
• serve as the first point of contact between Eight Black and Contact Service
• create and maintain affiliate sheet - in Colorado, US nationwide and worldwide
• maintain - ONO list, Refund Sheet, Free Ride Sheet given guidelines and thresholds

You should apply immediately if you:

• have at least 2 year of experience in managing people as a Supervisor, Team Leader, Coordinator, etc.
• have a minimum of 2 years of experience in a contact center within ground transportation
• can work full time in shifts and weekends (late afternoon and night shifts Serbian time)
• are a proficient user of industry-related software – LimoAnywhere and Hudson
• have a proficient command of the English language (C1/C2 level)
• are able to think outside of the box and find creative and quick solutions
• are able to prioritize multiple tasks, convey a sense of urgency and remain detail oriented in a fast-paced environment

If you are a professional looking to work with a high-quality team that promotes a positive company culture, look no further!

*Please note only resumes submitted in English and with relevant experience will be taken into consideration.