Gdańsk, pomorskie

This role manages product support for customers relating to Thomson Reuters Digita and Thomson Reuters ONESOURCE products. These are tax and accounting compliance software solutions that enable professional firms and corporate organizations to remain compliant with tax and accounting requirements. The manager oversees customer inquiries from our United Kingdom and other European customers. The manager works closely with peer managers across the globe and with both product management and marketing.

ABOUT THE ROLE

Customer Service Experience Improvement

Reduce Customer Effort

• Ensure contact center representatives create loyal customers by helping customers solve their problems quickly and easily through clear escalation processes and by providing internal help desk assistance to contact center reps who are assisting customers
• Identify and bring forward internal barriers to customer satisfaction and first contact resolution, including utilizing and analyzing data in a clear and concise manner
• Executes and develop programs and strategies that allow reps to stay abreast of changing product features and technical workarounds
• Interface directly with customers on escalated issues and complaints and provide coaching to team on complex customer and product issues.

Talent Management

• Manages a team and coaches staff to deliver excellent customer service.
• Provide professional development opportunities and programs to keep employee engagement high

Functional Planning & Execution

• Build out product support team site in Gdańsk working with other managers from Support & Service based in Gdańsk .
• Collaborate with Workforce Management and Training teams to deliver on service levels and staffing plans
• Ensures that escalated, complex and high-profile customer issues and technical problems are handled effectively through frequent review of team performance to department goals.
• Monitor and manage customer interactions for the team(s) to achieve customer satisfaction goals related to providing professional, courteous and knowledgeable service as measured via customer satisfaction surveys, aging, response and resolution times.
• Assist technical support directors in the day to day functioning of the contact center, including making suggestions and recommendations to optimize support, quality, routing, tools, policies, and department performance
• Work

What's in it for you?

• Casual and diverse office environment where colleagues come from over 30 countries
• Competitive salary
• Flexibility and home-office opportunities
• Two additional days off for voluntary jobs
• Wellbeing scheme including private healthcare, pension, Multisport card and more
• High standards of ethics in the workplace

ABOUT YOU

• 5-8 years technical support leadership with Prior roles leading larger teams of representatives within a contact center
• Prior people and project management experience required
• Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems