Austria Job Openings

Planet

Customer Support Director

Vienna

FULL TIME

August 12, 2024

remote type

Hybrid

locations

Vienna Office - Austria

time type

Full time

posted on

Posted 15 Days Ago

job requisition id

JR08156

Role Overview

Customer Support Director responsible for leading the Technical Support Teams. The roles requires, daily delivery of all Customer & Department KPIs, including both Ticket & Call SLAs. The Manager is responsible for all Quality Targets & Query Deflection KPIs. The day to day management of the Team, ensuring the receive the support and training to deliver excellent customer support. The Customer Support Team is the first port of call for Merchants for Technical Queries

Deliver all Customer & Departmental KPI’s & SLAs
Optimization of internal processes
Reaching team and corporate goals
Ensuring exceptional customer experience is provided by all our CS resources.

What you will do

Vision & Strategy Execution
Mentor/Coaching/Talent Management
Overall Performance Reviews – consistency in core KPIs
Analyse Data for opportunities
Drive results and change based on findings
Communicating & executing teams Goals & Objectives
Promoting Customer Centric environment
Creating Tangible & measurable actions from KPIs
Setting goals & objectives for the support agents
Consistent with Delegation, follow up & completion on all tasks in a timely manner
Escalation Management
Promoting and encouraging empowerment to make change
Translate simply and clearly actions to ensure consistency in all areas of responsibility within the team
Ensure accountability, understanding and awareness on all actions/tasks daily/monthly
Performance – SLA/Quality/Productivity

Who you are

Previous Customer service experience
Previous experience of Team Management
Working in a Dynamic KPI orientated environment
Enthusiasm
Adaptability
Results Driven

Soft Skills

Excellent communication and presentation skills
Excellent interpersonal skills (active listening, understanding, effective communication)
Strong service orientation
Logical and analytical thinking
Ability to work with limited supervision in an organized and structured manner
Business and customer-oriented thinking
Personal initiative
Sense of responsibility and reliability
Honesty, loyalty and integrity
Helpfulness
Quality awareness
Ability to work in a team
Self-confidence and confident appearance

Why Planet

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

About US

Company Background

Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.

Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.

With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.

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