Customer Support Manager - Munich

  • by Absolute Solution
  • Location Munich, Munich, Germany
  • Salary €65,000 - €70,000 / year
  • 13 days ago
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Job Description:

Customer Support Manager - Munich

 Ecommerce / Payments industry

Overview

You will have roughly 15 reports 10 of which will be worldwide and 5 will be based in the Munich office.

  • With your team you will provide application support to internal and external customers on payment and fraud products.
  • Technical and general support is provided to customers following phone or email requests from both internal and external customers
  • You will need to bring with you to this role your drive to develop your team as well as demonstrate effective communication skills in both written and verbal forms

 

Required experience

  • Knowledge of eCommerce/payments industry products and services is essential
  • Experience in the management of customer service teams or Technical Service Desk
  • An understanding of the internet, web programming languages and IP networking
  • Proven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem solving skills
  • Strong payment application support skills
  • Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required

 

 

Role

  • Manage the team of application support consultants worldwide which will involve occasional travel.
  • Ensure your team provides first and second level technical support to customers, partners, service providers and other internal departments for the operational support of the Payment platform;
  • See that supports and technical incidents are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.
  • Prepare and distribute communications with customers, partners, services providers and other internal departments, including communications throughout incidents, as well as general reporting and informational communications;
  • Adhere to and follow Company policies and procedures in all activities;
  • Continuously develop knowledge of all relevant Company products and services;

 

 

Fluent English required, German language skills are a bonus

 

  • Job Type Permanent, Full Time
  • Additional Salary Info great benefits package
  • Work Authorisation United Kingdom
  • Industry Sector Finance
  • Years Experience 5+ years

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