Customer Service Manager

BELIANI is an e-commerce retailer with a team of over 700 dedicated employees. We pride ourselves on offering an extensive selection of stylish and affordable home and garden furniture. Operating across 19 European markets, we are built on a solid foundation that inspires us to innovate and think beyond the conventional. Our motto, ‘Delivering Happiness,’ is more than just a slogan — it’s the heart of everything we do.

Role Description

This full-time, on-site role as Customer Service Manager at BELIANI involves overseeing daily operations across several markets with the support of Team Leaders. Responsibilities include managing CSAT, providing support, using analytical skills to enhance performance and processes, and handling recruitment. Effective communication with customers and internal teams is essential. This role will report to the Head of Customer Service. 

Customer Service Manager

Your responsibilities

• Managing Team Leaders and Agents, and supporting their development.

• Delegating tasks, organizing and optimizing CS processes.

• Managing several markets, including remote workers.

• Monitoring daily the quality and effectiveness of team activities.

• Participating in recruitment activities

• Analyzing, settling, and reporting work results.

• Ensuring interdepartmental collaboration (logistics, marketing, purchasing, finance, HR)

• Monitoring CSAT and resolving escalated issues and complaints.

Our requirements

• Leadership and Team Management

• Customer Service Experience in an SSC environment.

• Analytical and Decision-Making Skills

• Organizational and Time Management Skills

• Technical Proficiency (PowerBI, Google Suite, AI)

• English Proficiency

• Hands-On Approach!

Nice to have

• Industry Knowledge (Retail in E-Commerce)

• Project Management (IT Transformation)

• Multilingual Abilities

What we offer

Private Medical Care, Sharing the Cost of Sport Activities and Trainings, Flexible Working Time, Fruit Days, Beliani Products at Discounted Prices, No Dress Code, 26 Days Off. Additionally, a tailored onboarding process will be provided to the hired candidate to ensure they have the knowledge needed to become fully operational in the role.