Customer Service Manager

Location: Koszalin
We work: Hybrid (2–3 days from the office per week – flexible)
Contract of employment: Full-time
Recruitment process:Online 
About your future employer:

Our Client is a well-established, international manufacturing company. The organization operates in a dynamic, global environment and focuses on continuous improvement, innovation, and high-quality customer experience.

Customer Service Manager

We are currently looking for an experienced Customer Service Experience Manager who will play a key role in strengthening and stabilizing the Customer Service (Call Center) team while driving operational excellence and customer satisfaction.

Here are some of the things you can look forward to:

• Leading and developing a Customer Service / Call Center team responsible for areas such as fleet, insurance, retail, order settlement, and quality

• Analyzing and improving the entire customer journey to increase satisfaction and conversion

• Reviewing and optimizing existing processes within customer service and settlements

• Driving improvements and operational efficiency across the team

• Coaching team members and leaders, acting as a strong people manager and mentor

• Implementing best practices and solutions from other markets and external partners

• Developing sales strategies and supporting business performance in cooperation with other departments

• Leading digital initiatives and projects related to online tools and campaigns

• Introducing new technologies and innovations (including AI where applicable)

• Reporting and collaborating with international stakeholders (English-speaking environment)

What we’re looking for:

• Proven experience in improving customer experience and/or sales performance

• Experience in managing teams (preferably in customer service or operations environment)

• Understanding of call center environment and key KPIs

• Strong people management and coaching skills

• Ability to communicate effectively with senior stakeholders (C-level)

• Proactive, solution-oriented mindset and ability to drive change

• Experience in process improvement and optimization

• Interest in new technologies and trends (e.g., AI)

• Fluent English (C1 level – required for daily communication and reporting)

Our Client has a lot to offer:

• Employment in a stable, international organization

• Hybrid work model (2–3 days from the office in Koszalin)

• International exposure – business trips (approx. 4–5 per year) 

• Real impact on business decisions and process improvements

• Opportunity to implement your own ideas and drive change

• Employment contract (initial 3-month trial period, then permanent contract)

• Attractive compensation package including:

  • Quarterly bonus

  • Annual bonus

  • 13th salary

  • Company car (also for private use)

Recruitment proces:

• Interview with Antal Consultant

• Meeting with Management Board representative

• Meeting with Customer Experience Manager (international stakeholder)

• PAPI assessment

• Final decision

Why apply for an Antal job offer?

When your application is successful, you will be supported by a dedicated Consultant who will stay in regular contact with you (via email or phone), help you prepare for interviews with your future employer, and ensure a smooth and professional recruitment process.

About Antal

Antal is a leading recruitment and HR advisory company, present in Poland since 1996 and later expanded to the Czech Republic and Hungary. Across the CEE region, we employ around 150 professionals who deliver a full range of services – from specialist and executive recruitment, employee outsourcing and HR consulting, to employer branding and market research.

Our division-based structure combines deep industry expertise with functional specialisation, enabling us to provide tailored solutions for companies in every sector. We act as a trusted partner for both employers and candidates, sharing our knowledge and guiding them through every stage of the talent journey. We connect exceptional people with the right opportunities and help organisations build successful teams.