Full-Time Customer Service Manager

The Customer Service Manager (CSM) manages and develops relationships with a set of appointed key clients, optimizes and executes end to end administrative processes and best practices within Eurofiber and actively contributes to the development of the International Sales plan.

A broader scope involving service delivery, contract management, and P&L responsibility. It requires handling larger-scale operations, overseeing service performance, ensuring contract compliance, and driving continuous service improvements.

Key accountabilities:

• managing and building strong relationships with key clients.
• acting as a single point of contact for clients and ensuring a high-quality customer experience and satisfaction.
• working closely with internal teams to ensure customer needs are met.
• managing customer escalations and resolving issues to maintain strong client relationships.
• managing more complex, demanding global customers.
• Monitor contract performance, agree on reporting format and metrics and prepare reports on regular basis.
• Contract management, handle contract governance and P&L management of the customer.
• Ensuring clean billing as per contract and swift resolution of any issues that may arise.

WHY YOU WANT TO WORK AT EUROFIBER

Eurofiber gives you confidence. This gives you the freedom to decide for yourself how to do your work and reach your goals together with your colleagues. That’s our guiding principle. You’re in the driver’s seat, so how you develop yourself personally and professionally is up to you. Countless opportunities for you to explore. After all, the better you do, the more we can all achieve together. 

This means: 

• A salary tailored to your talent, a bonus and a 13th month;
• Work/life balance;
• Actively develop your skills and competences through a wide range of training opportunities;
• 29 holidays a year with us, based on a 40 hour workweek.

You have:

• 5+ years of experience and In depth experience in the functions of service management and/or customer relationship management or a similar role.
• strong organizational skills and the ability to provide direction to the team, used to work in an international environment and matrix management of multidiscipline teams.
• excellent verbal and written communication skills (English), ability to prepare and deliver professional presentations, also to C-level.
• an absolute customer, service and quality focus.
• a proven experience in continuous improvement activity.
• a proven experience in managing solutions for big and complex customers.
• a solid financial acumen.