Customer Service Manager Lisboa

Customer Service Manager
Lisboa
Lisboa, Lisboa, Portugal

About the Role:

We are a European international company in the process of establishing a new location in Lisbon. As part of our expansion, we are seeking a dedicated bilingual Customer Service Manager fluent in English is a must have, proficient French and/or German are great assets.

This role is pivotal in ensuring seamless communication between our clients and employees.

You will be leading a team of dedicated customer Service representatives and your responsibilities will be as follow:

Team Leadership

Lead, coach, and develop a multilingual team of agents.

Set and track KPIs

Conduct regular performance reviews and support agent growth.

Service Quality & Escalation Handling

Ensure
- quality customer interactions across calls and emails/tickets.

Review tickets/calls for quality assurance.

Resolve escalated issues with professionalism and empathy.

⚙ Operations & Process Optimization

Oversee scheduling and ensure adequate team coverage.

Monitor ticket flow and implement process improvements.

Maintain and update SOPs and knowledge base content.

Performance & Reporting

Track and analyze key service metrics.

Provide regular reports to senior management (remote)

Identify trends and suggest service enhancements.

Multilingual & Cross-Functional Collaboration

Guarantee service consistency in English, French, and German.

Support internal teams with customer insights and feedback.

Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.

Continuous Improvement

Drive initiatives to improve customer satisfaction and team efficiency.

Promote best practices and innovation in customer service delivery.

Qualifications:

Empathetic Leadership

Resilience & Calm Under Pressure

Strong Multilingual Communication

Analytical & Solution-Oriented Mindset

What We Offer:

Competitive package

An opportunity to be part of a dynamic, international team

A role in a growing company with potential for career advancement

A supportive work environment that values collaboration and innovation