Customer Service Manager

Location: Belgrade, Serbia

We are currently looking to recruit a Customer Service Manager for our TaxCore® Support Services. This position will be based in our offices in New Belgrade.

Job Summary:

The role of the Customer Service Manager is to be responsible for the proper design, execution, training, and continual improvement of the support processes as for ITSM processes, including the definition of enhancements in ticketing system. Furthermore, maintenance of proper reports and defining indicators/metrics to ensure the successful implementation of the processes and show the value that those are bringing to the organization.
This position will assist in the architecting of support strategic priorities, business-aligned processes, and advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, and policy, and enabling proper data gathering and validating methods.

Main Duties and Responsibilities:

• Owns SLA and Incident & Problem Management and ensures alignment, appropriate documentation and adherence with continuously improvement of processes of performance, activities, roles and responsibilities, policies, procedures and supporting technology where applicable
• Accountable for the overall quality and compliance of the processes
• Create, maintain, define and monitor KPIs, global reports, and Critical Success Factors related to the processes
• Plans and coordinates all the activities required to perform, monitor, and report on the processes
• Act as a Subject Matter Expert for the processes in regards of enhancements in ticketing system
• Monitors the incidents and problems to ensure that the SLA are respecte
• Identifies, initiates, schedules, and conducts incident/problem reviews
• Ensures the closure of all resolved incidents/problem
• Providing process training for support team
• Monitoring and Reporting the overall status of SLA, and Incident & Problem Managemen

Work Experience:

• A minimum of 3 years working in a similar ITSM managerial roles
• Experience using OS ticketing or similar ticketing systems
• Demonstrate understanding of ITIL processes (preferably ITIL certified)
• Analytical skill with understanding of different application and business performance counters
• Ability to work successfully under pressure
• Ability to effectively manage a diverse workload in a fast paced and demanding environmen
• Self-motivated, with excellent decision-making and conflict management skills

Technical Skills: (Certification, Licenses and Registration)

• Excellent computer skills, Knowledge of Microsoft Office suit
• Extensive knowledge of the ITIL standards & practices
• Knowledge in configuring Ticketing system’s

Communication and other Skills:

• Fluency in English (B2 or higher)
• Team Leading skills
• Good communication skills and teamwork ability

Benefits:

• Competitive salary plus bonus
• Up to 30 days paid holiday (depending on criteria
• Extra day off for your birthda
• Private medical insurance
• Private life insurance
• Recruitment referral bonu