Customer Service Manager (Retention)
At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.
GOALS OF THE POSITION:
Ensure smooth management of a team and achieve the goals set by the company. Be a role model for the team in terms of customer orientation and our business principles. Be the point person and elevation for all concerns.
MAIN RESPONSIBILITIES:
- Ensure customer orientation and productivity of employees and react accordingly when needed.
- Provide orientation and set correct company expectations for employees which may include giving correct information, assistance and reference materials necessary to perform their jobs efficiently.
- Main contact for work-related needs of employees
- Assists in addressing and resolving variety of concerns and issues pertaining to account support, performance standards, relationship with colleagues/team, and other departments.
- Submit team performance reports and address performance problems through corrective disciplinary actions.
- Process and submit operational and administrative tasks on a timely manner
- Create and implement team based or individual action plans as needed to drive Performance.
- Meet team attendance and performance targets
- Conduct coaching and mentoring that are essential to the individual and team development
- Interact with different teams and departments within the company.
- Attend official organizational meetings set for updates and discussions
- Spearhead monthly retention activities and other activities that will promote camarederie and team work within the company
- To be service oriented and ensure customer satisfaction
- Continuous pro-active effort towards improving customer satisfaction and our internal procedures
- Conduct interviews for potential new agents or replacement agents.
Others:
- Accepts other responsibilities as maybe assigned by superior according to the need of the Company.
- Creates and preserves the most favorable Company image by conducting all functions in the most ethical and fair manner.
- Administers all assigned functions consistent with and in support to the goal of the company.
REQUIREMENTS
- Education or training in Computer Science , IT or equivalent experience
- Excellent English verbal and written communication skills
- Strong technical and customer service know how on 1&1 and other internal operation/ systems
- Experience with Customer Service and Technical Support
- Has strong leadership skills
- Organized, driven and results-oriented
About IONOS
IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.
We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.