We are looking for a Customer Service Coordinator to join our teams and actively support the Customer Service Manager in optimizing the overall operation of the department.
This strategic role aims to enhance the customer experience, ensure alignment between internal teams, and guarantee impeccable service quality.
 

Main missions

1. Human Resources Management and Administration (priority mission)

• Lead, coordinate, and support Customer Service teams.
• Monitor and evaluate team performance, reporting to the Customer Service Manager.
• Organize training and skill development for employees.
• Participate in recruitment, annual reviews, and HR actions in coordination with the Customer Service Manager.

2. Operational Customer Service Management

• Organize and optimize the handling of customer requests (suggestions, complaints, needs).
• Relay relevant information to other internal departments.
• Participate in improving service productivity and quality.
• Monitor various customer experiences across all group brands.
• Ensure a high level of customer satisfaction.
• Handle specific customer cases and coordinate with the Trainers team.

3. Organization and Performance Monitoring

• Implement and monitor performance indicators (KPIs) and dashboards.
• Analyze results, propose, and implement corrective actions.
• Document and track Customer Service activities.
• Propose avenues for evolution and continuous improvement.

Profile sought Required Skills

• Excellent command of data management, ticketing, and reporting tools
• Proven experience in team management.
• Strong analytical and organizational skills.
• Customer service orientation and understanding of business stakes.
• Good interpersonal skills, pedagogical approach, and collaborative spirit.
• Ability to analyze complex situations and propose effective solutions.

Soft skills

• Active listening and empathy.
• Rigor and organization.
• Initiative and autonomy.
• Enjoyment of cross-functional and collaborative work.
• Results and service quality orientation.