Reporting to the Director of Operations, the Operations Manager is a member of Europe, Africa, and Middle East team responsible for managing the company's operations in the region and instituting processes & systems that provide effective internal management. This person will work closely with various EMEA teams including sales, marketing, events, etc. and along with global counterparts to continuously improve operational effectiveness and create processes and systems to support high growth in the region. The Operations Manager will have direct responsibility for managing, developing and providing day to day leadership and oversight to the Operations team. Responsibilities Service operations: Day to day management of all customer and sales service along with event operations activities ensuring all work is delivered within agreed service levels (timeliness and quality). Manage capacity across the team to ensure effective workload balance to meet service targets and release timelines. Build and maintain departmental structure, operating standards, and practices that are responsive and adaptable to evolving business needs. Establish KPIs, measure, review, and report on service levels including output quality and volumes of workload/cases. Salesforce administration: Support day-to-day use of Salesforce by all members in the region to ensure customer and business objectives are achieved. Identify and define business requirements for the region and initiate and prioritize enhancement, gap analysis, and prepare user stories. Partner with Global Operations and IT teams to design, develop, test, release complex workflows rules, validation rules, formulas, custom workflow, process builder, page layouts, custom fields/objects, and other Salesforce.com customisation. Work with various functions and end-users to identify, document, and communicate standard business processes as they relate to Salesforce. Hands-on configuration and data migration experience to execute on requirements in partnership with key stakeholders. Projects and process management: Map the key business processes, document and ensure they are reviewed frequently for updates. Manage operations planning and reporting. Conduct appropriate business analysis in order to propose solutions to support the growth and expansion of the business. Design and implement the necessary automation of processes and systems across the region. Establish standards, parameters and wider expectations for quality, accuracy, timeliness of work expected. Propose initiatives to improve customer experience and drive efficiencies. Drive improvements and make recommendations to enable the ongoing improvement of processes. Team management: Lead and motivate teams to provide an excellent level of service to internal and external customers and to implement the culture of high performance and continuous improvement. Coaches and mentors the operational specialists in performing their day-to-day tasks ensuring goals, KPI's and training plans are clear, managed and aligned with the operational strategy. Qualifications and experience Minimum Bachelor's Degree in a business or IT related field required. Minimum of 3 years of experience leading a diverse group of support functions. Customer service orientation with a demonstrated desire to exceed expectations - ability to serve multiple customers and deliver an excellent employee experience. Certified Salesforce Sales Cloud and Administrator. Strong Stakeholder Management, Project Management & Influencing skills with a good understanding of Lean and Business Process Management techniques. Experience in managing teams across different locations, coaching, mentoring. Technology-savvy with an advanced user of applications like MS Visio, project management solutions, reporting and analytics tools like Qlikview, Power BI, etc. Fluent written and spoken English is a must, additional European language preferred (German, French, Spanish, Polish, Russian).
German speaking Customer Support Representative from £22,000 pa plus bonus and benefits! Are you a German speaker in London? At Euro London Appointments we are looking for German speakers for a number of Customer Support roles. Our clients vary from E-commerce, Global IT to Fintech and Travel companies in London looking for the best multilingual talent to join their international teams with opportunities of progression and development. They are looking to offer from £22,000 per annum plus benefits and bonuses. Job description: * Provide Customer Support to clients over emails and telephone for both the German and English market ensuring that the team targets are met. * Enter accurate data in respective systems. Work accordingly to the service level agreements states by management. * Make sure that all communication is of high professional standards Carry out all other tasks as assigned by the management team Support CRM, quality and incident management together with other administrative tasks Skills: * Customer orientation Outstanding communication skills in both English and German. * Able to work under pressure in a fast paced environment. * Ability to develop long lasting relationships with clients Team player supporting other team members and providing answers to questions to other colleagues when in need. * Friendly and outgoing with a professional approach. If you feel you have what it takes to be successful in this role, please do send your CV to Jason Fontanarosa (email@example.com) for more information or simply apply online; the role is live and there's a desk waiting and following our client's selection process, you could be part of something special. Thank you for applying to Euro London Appointments, the UK's largest independent language consultancy. We aim to respond as promptly as possible to your application, however, due to the high level of CVs we receive, we are only able to respond to applicants whose profile matches our Clients requirements. To enquire about other vacancies please visit our website at www.eurolondon.com
German Speaking Customer Support Representative £26,000 pa I am working with a global IT company in the hospitality industry . They are looking for German speakers to join their exciting and enthusiastic Customer Support/Technical support team in they absolutely amazing office in Central London. Role Description: Reporting to the Customer Support Supervisor, you will be the first point of contact with any telephone or email related queries for the English and German market. Working 8 hours shifts between 6:00 and 19:00 including weekends on a rotational basis. All candidates will undergo an intensive training period, balancing theory and practice but this role offers ongoing learning and development opportunities!!!! Responsibilities: * Answer customer and employee calls and emails from the German and English speaking clients. You will not have any scripts so confidence is key! * Helping customers to install the relevant software as well as solving any trouble they might have on the spot. * Escalate cases when needed and collaborating with other areas of the business * Train restaurant staff on the use of the system and report customer feedback Requirements: * Fluent to native level German * Great interpersonal and communication skills * Experience in the Hospitality/Restaurant industry is a plus * Experience in Customer Service roles in a office/call centre environment * knowledge of the latest Microsoft Windows operating systems as well as knowledge of iOS and Apple Hardware If you feel that you are suitable for the role and are available for an interview please send your CV to firstname.lastname@example.org Please be advised CVs will be treated in the strictest of confidence and that your application will not be forwarded without your permission. We aim to respond promptly to your application however, due to the high level of CV's we receive we are only able to respond to applicants whose profile matches our Clients requirements