Customer Support Duty Manager Europe (EMEA)

Customer Support Duty Manager Europe (EMEA)

SWIFT

Brussels, Belgium

As the EMEA Customer Support Duty Manager, you'll be part of a globally recognized team that operates 24/7. Your dedication will drive our Operational Excellence, offering you a chance to grow and excel. You'll work closely with various departments to manage problems and incidents efficiently, communicate business impacts effectively, and maintain exceptional customer communication.

What to expect

• Work in a shift schedule including weekends.
• Manage customer escalations by identifying trends and areas for improvement, developing action plans, and implementing solutions to enhance customer experience.
• Collaborate with cross-functional teams such as product development, operations, and business development to ensure alignment and effective communication of (major) incidents.
• Develop and implement strategies to improve efficiency and effectiveness of customer support services, including training programs for staff and resources for self-service options.
• Monitor key performance indicators (KPIs) related to customer communication, response times, and resolution rates to measure the success of support efforts and identify opportunities for improvement.

What will make you successful?

• Bachelor's degree in business administration, information technology, or a related field.
• Proven experience in customer support incident management, preferably in a global or multinational setting.
• Strong leadership skills with the ability to motivate and guide a virtual team towards achieving common goals.
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex problems and build relationships with stakeholders at all levels.
• Experience in methodologies and tools, such as Agile, Knowledge-Centered Service (KCS) and Salesforce.
• Proficiency in English language, both written and spoken.
• This role is ideal for candidates who are proactive, customer-focused, and able to manage multiple responsibilities effectively.

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