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Customer Service
Customer Service Senior Manager
@FIS Investor Services Poland Sp. z o.o.
[Hiring] Customer Service Senior Manager @FIS Investor Services Poland Sp. z o.o.
Mar 20, 2025 - FIS Investor Services Poland Sp. z o.o. is hiring a remote Customer Service Senior Manager. đź’¸ Salary: competitive salary with private health insurance. đź“ŤLocation: Europe.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Customer Service Senior Manager you will be a part of ASIA/EMEA Customer Service team with main responsibility for CEEMEA and Germany. This role involves:
- Monitoring monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacting the appropriate product area if “misses” fall within guidelines of a contractual penalty.
- Monitoring call queues, call volume, and other metrics.
- Analyzing results and trends.
- Ensuring the volume of work produced meets product/service standards and exceeds quality standards.
- Ensuring representatives are properly trained when new products are released, or products are upgraded.
- Selecting, developing, and evaluating personnel to ensure the efficient operation of the function.
- Managing and communicating expectations internally and externally.
- Maintaining contact with clients in cooperation with the Client Relationship Management team.
- Strategically focusing on client satisfaction, maintaining client communication (direct through queries and escalations and indirect through the Client Relationship Management team).
- Acting as the liaison for the service side of the client relationship in cooperation with the Client Relationship Management team.
- Maintaining comprehensive knowledge of applicable products, services, and company policies and procedures.
- Participating in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
- Identifying areas where continuous improvement can be applied, overseeing the implementation of the change, and measuring the level of improvement.
- Participating in the client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
- Performing other related duties as needed.
Qualifications
- A bachelor’s degree in Banking, Finance, Business, or a related discipline.
- Advanced English language skills (minimum C1 level), enabling seamless and professional communication.
- Advanced German language skills are a plus.
- Proven track record of leadership (5+ years).
- Proven ability to establish and maintain effective working relationships with internal teams and external stakeholders.
- Strong verbal and written communication skills, with the capability to convey complex ideas clearly and persuasively.
- Exceptional organizational and time management abilities, ensuring tasks are prioritized and deadlines are met.
- A strong aptitude for analyzing challenges and delivering innovative, practical solutions.
- Previous experience in banking or the financial sector is highly desirable and will be considered an advantage.
- Willingness to work European hours with flexibility to accommodate extended hours when necessary.
Benefits
- Working in an innovative and flexible environment within an established global company.
- Convenient office location (Poznań).
- Possibility to work partially remotely.
- Comprehensive onboarding process.
- Good work-life balance.
- Contract of employment.
- Competitive salary including private health insurance for employees and their family, group life insurance.
- Language courses within working hours.
- On the job coaching and support.
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| đź“Ť | Be aware of the location restriction for this remote position: Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
competitive salary with private health insurance
|
Remote
Location
Europe
|
|
Job Type
full-time
|
Posted
Mar 20, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
