Next career step on Malta?
User experience has become the number one priority for every online business. Besedo is the market leader in managing user generated content and creating online confidence. The company is growing rapidly worldwide with current presence in 15 markets. As part of our continuously strong growth,
we are looking for a
Manager Customer Support to fast growing online company
As Manager Customer Support and Moderation you will take full responsibility for a client team and all services delivered by that team. You are the single point of contact between the client and Besedo in terms of contract, financial and HR matters. You assume overall responsibility for meeting assignment specific KPIs in regards to productivity, quality, response time and utilization. You will have staff responsibility for three team leaders who are coaching a team of 25 agents and you will report to the Operations Manager.
Your main tasks
* Oversee the whole delivery in terms of quality and efficiency
* Update client on ongoing basis regarding volumes and issues
* Provide reports as specified and agreed on an ad hoc basis
* Ensure that Besedo’s agents meet client hiring and training requirements
* Identify improvement opportunities and escalate to client
* Recruitment, training, monitoring and ongoing coaching of the team leaders
* Native in German and excellent English skills
* Diploma level in management or a similar field
* Understanding of and interested in internet and the online industry
* 2-5 years of relevant working experience in BPO industry and/or customer service
* Strong client focus and fulfill the client satisfaction by working systematically and tactical towards high standards for quality and quantity
* Proven team management skills, motivating your team by coaching and giving continuously feedback
* Open to and understands different cultures
* Opportunity to work with professional colleagues in a fast growing, entrepreneurial and innovative company
* Multicultural, dynamic working environment with many challenges that will give you great opportunities to develop in your role
* Attractive relocation package
The position is a permanent hire and located on Malta. If you have any further questions, please do not hesitate to contact our recruitment consultant Mirjam Warne, ph +46 735 15 85 56. Please send your application including your CV and a personal letter to email@example.com as soon as possible but no later than 21 December 2012. We target to fill this position in January 2013 and interviews will be held ongoing.
Besedo provides solutions for improved user experience and fraud prevention on internet, primarily with User Generated Content (UGC). Our clients are leading online companies in classifieds, dating, social networking, media, and games, for whom safety and consumer confidence is crucial. We help people to safely meet and make transactions online. Besedo was founded in 2002 and has more than 300 employees. We are located in Sweden, Malta and Malaysia, and provide our services in 17 different languages. Every year Besedo handles more than 70 million ads and customer tickets, and detects and prevents over a million fraud attempts. Besedo’s branch on Malta has been awarded with the Equality Mark Certificate, indicating a fair work environment.
German Speaking Manager Customer Support
Next career step on Malta?