Head of Customer Service
1700-2500 €/mon.
net
Full-time
Vilnius, Work from home
- UAB „Retiva“
About the job position:
Join LAISTA and create the highest level of customer experience!
We are currently looking for an experienced Customer Service Manager who will be responsible for the activities of the customer service team in the B2B segment, the efficiency of customer service processes, customer satisfaction and the development of long-term relationships. In the European market.
Our customer service team works with clients to whom we provide payroll and administration services. Therefore, in this position, not only team management is important, but also active involvement in working with clients.
This is a position for a leader who is able to simultaneously manage the team, customer expectations, interdisciplinary processes and performance results, is not afraid to make decisions and, if necessary, go to meetings with clients.
We are currently looking for an experienced Customer Service Manager who will be responsible for the activities of the customer service team in the B2B segment, the efficiency of customer service processes, customer satisfaction and the development of long-term relationships. In the European market.
Our customer service team works with clients to whom we provide payroll and administration services. Therefore, in this position, not only team management is important, but also active involvement in working with clients.
This is a position for a leader who is able to simultaneously manage the team, customer expectations, interdisciplinary processes and performance results, is not afraid to make decisions and, if necessary, go to meetings with clients.
Main responsibilities:
Team Leadership
🔸 Lead and develop a team of customer service managers;
🔸 Develop customer service standards and best practices;
🔸 Ensure clear responsibilities, performance goals and results monitoring;
🔸 Create a customer-centric culture throughout the organization.
Customer Service and Customer Success
🔸 Ensure smooth customer handover from the sales team;
🔸 Manage onboarding processes and strategic customer relationships;
🔸 Organize periodic customer activity discussions;
🔸 Participate in remote and live meetings with customers, attend customer meetings if necessary;
🔸 Manage complex situations and customer escalations;
🔸 Make prompt decisions on customer service and service delivery issues and take responsibility for their implementation;
🔸 Initiate actions that increase customer satisfaction and loyalty.
Process and Quality Management
🔸 Ensure effective operation of customer service processes;
🔸 Manage SLA, customer satisfaction (CSAT), request resolution and other performance indicators;
🔸 Coordinate cooperation between Sales, HR, Payroll, Accounting, IT and Legal teams;
🔸 Identify process improvement and automation opportunities;
🔸 Ensure effective management of customer requests and escalations.
Analysis and performance improvement
🔸 Analyze customer service indicators and provide recommendations to management;
🔸 Organize regular reviews of SLA, CSAT, backlog and other KPIs;
🔸 Initiate changes that improve customer experience and process efficiency;
🔸 Ensure that customer feedback is translated into specific improvement actions.
The work is mainly remote, but periodic travel to the company's head office in Šiauliai is planned.
🔸 Lead and develop a team of customer service managers;
🔸 Develop customer service standards and best practices;
🔸 Ensure clear responsibilities, performance goals and results monitoring;
🔸 Create a customer-centric culture throughout the organization.
Customer Service and Customer Success
🔸 Ensure smooth customer handover from the sales team;
🔸 Manage onboarding processes and strategic customer relationships;
🔸 Organize periodic customer activity discussions;
🔸 Participate in remote and live meetings with customers, attend customer meetings if necessary;
🔸 Manage complex situations and customer escalations;
🔸 Make prompt decisions on customer service and service delivery issues and take responsibility for their implementation;
🔸 Initiate actions that increase customer satisfaction and loyalty.
Process and Quality Management
🔸 Ensure effective operation of customer service processes;
🔸 Manage SLA, customer satisfaction (CSAT), request resolution and other performance indicators;
🔸 Coordinate cooperation between Sales, HR, Payroll, Accounting, IT and Legal teams;
🔸 Identify process improvement and automation opportunities;
🔸 Ensure effective management of customer requests and escalations.
Analysis and performance improvement
🔸 Analyze customer service indicators and provide recommendations to management;
🔸 Organize regular reviews of SLA, CSAT, backlog and other KPIs;
🔸 Initiate changes that improve customer experience and process efficiency;
🔸 Ensure that customer feedback is translated into specific improvement actions.
The work is mainly remote, but periodic travel to the company's head office in Šiauliai is planned.
Requirements:
🔸 Experience in customer service, customer success, Key Account Management or similar leadership position is required;
🔸 Team management experience;
🔸 Experience working with B2B clients;
🔸 Willingness to actively communicate with clients and attend meetings when necessary;
🔸 Ability to make decisions independently, act promptly and take responsibility for the result;
🔸 Experience in managing customer escalations and interdisciplinary processes;
🔸 Experience working with CRM, Service Desk, ITSM or other request management systems;
🔸 Ability to analyze performance indicators and make data-based decisions;
🔸 Excellent communication, organizational and leadership skills;
🔸 Excellent knowledge of English (C1–C2) in oral and written form is mandatory;
🔸 Ability to conduct customer meetings, onboarding sessions, presentations and business negotiations in English;
🔸 Experience in payroll, payroll services, personnel administration or working with A1 processes would be a great advantage;
🔸 Knowledge of Dutch (NL) would be a great advantage.
🔸 Team management experience;
🔸 Experience working with B2B clients;
🔸 Willingness to actively communicate with clients and attend meetings when necessary;
🔸 Ability to make decisions independently, act promptly and take responsibility for the result;
🔸 Experience in managing customer escalations and interdisciplinary processes;
🔸 Experience working with CRM, Service Desk, ITSM or other request management systems;
🔸 Ability to analyze performance indicators and make data-based decisions;
🔸 Excellent communication, organizational and leadership skills;
🔸 Excellent knowledge of English (C1–C2) in oral and written form is mandatory;
🔸 Ability to conduct customer meetings, onboarding sessions, presentations and business negotiations in English;
🔸 Experience in payroll, payroll services, personnel administration or working with A1 processes would be a great advantage;
🔸 Knowledge of Dutch (NL) would be a great advantage.
We offer you:
🔸 A leadership position with real impact on customer experience and business results;
🔸 The opportunity to create and improve the customer service model across the organization;
🔸 An ambitious, professional and growing team;
🔸 Participation in digitalization and automation projects;
🔸 Competitive compensation package and motivational system;
🔸 Flexible work organization and professional growth opportunities;
🔸 Personal training basket and departmental training;
🔸 The opportunity to work hybrid or remotely;
🔸 Motivational system based on KPI;
🔸 Competency bonus;
🔸 Company SPA (massage bath, sauna);
🔸 Company events and initiatives;1
🔸 Additional benefits basket, proportionally increasing with each year of employment (the opportunity to choose where to spend it).
🔸 The opportunity to create and improve the customer service model across the organization;
🔸 An ambitious, professional and growing team;
🔸 Participation in digitalization and automation projects;
🔸 Competitive compensation package and motivational system;
🔸 Flexible work organization and professional growth opportunities;
🔸 Personal training basket and departmental training;
🔸 The opportunity to work hybrid or remotely;
🔸 Motivational system based on KPI;
🔸 Competency bonus;
🔸 Company SPA (massage bath, sauna);
🔸 Company events and initiatives;1
🔸 Additional benefits basket, proportionally increasing with each year of employment (the opportunity to choose where to spend it).
Salary
1700-2500
€/mon.
net
Additionally, a performance-based motivation system is applied. The exact salary is a matter of negotiation, depending on the candidate's experience and competencies.
Additionally, a performance-based motivation system is applied. The exact salary is a matter of negotiation, depending on the candidate's experience and competencies.
Work place
UAB „Retiva“
We are a recruitment partner and staff leasing company specializing in temporary employment in Lithuania and abroad. We are constantly improving - we analyze the market and competitors, which allows us to efficiently provide staff rental services, making high-quality and quick decisions. Our job is to understand the needs of employers and job seekers to match the best competencies.
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