What you'll do
- Improve customer service experience to create engaged customers and facilitate organic growth
- Take ownership of customer issues and follow them through to resolution
- Develop service procedures, policies, and standards
- Analyze customer satisfaction KPIs, performance metrics, and statistics and compile accurate reports
- Recruit, mentor, and develop customer service agents
- Apply industry best practices to areas of improvement
- Control resources and utilize assets to achieve targets
- Maintain an orderly workflow according to priorities
Key requirements
- 3+ years' experience
- Customer service supervision and leadership skills
- Customer service procedures development and customer satisfaction KPIs analysis
- Customer service software knowledge and troubleshooting skills
- Team transformation experience and strategic thinking
- Communication and interpersonal skills
- Multi-tasking skills and resource management
- Customer service orientation
- Recruitment and mentoring
- Fluency in English
- Business Administration
About the job
We are seeking a motivated and experienced Customer Service Manager to lead an important division of our customer service department. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures and setting customer satisfaction goals.
To qualify for the role, the ideal candidate will have proven experience working in a customer service supervisor’s position, with excellent knowledge of the latest industry trends, measurements of customer service performance and experience with transformation of teams and CS tools. In addition to being an excellent communicator, you will also demonstrate strong leadership and interpersonal skills.
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow them through to resolution
Develop service procedures, policies and standards
Analyze customer satisfaction KPIs, performance metrics, statistics and compile accurate reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Maintain an orderly workflow according to priorities
YOUR PROFILE
3-5 years of working experience as a Customer Service Supervisor
BSc degree in Business Administration or related field
Excellent knowledge of management methods and techniques, experience in team transformation will be considered an asset
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Deep knowledge of customer service performance metrics analysis
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Fluency in English
About the company
Edenred is the global leader in Benefits & Engagement and Mobility.
With more than 1 million client companies across 44 countries, Edenred's platform gives more than 60 million users access to the services and products of more than 2 million partner merchants.
Edenred offers digital solutions dedicated to employees (meal vouchers, commuting, gift cards, wellness, rewards, and preferential offers), fleet managers (multi-energy solutions including EV charging, maintenance services, tolls, and parking), and corporate payments (virtual cards).
Guided by the Group's purpose, "Enrich connections. For good.", these solutions enhance employees' well-being and purchasing power and simplify the lives of professional drivers. They promote access to healthier food, more environmentally friendly products, and more sustainable mobility. Finally, they improve the attractiveness and efficiency of businesses while vitalizing the employment market and local economies.
Edenred's 12,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2025, thanks to its unique technology platform, the Group generated a business volume of €49 billion, mainly through mobile applications, online platforms, and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC Next 20, CAC Large 60, Euronext 100, Euronext Tech Leaders, FTSE4Good, DJSI Europe Index and DJSI World Index.
About the company
Edenred is the global leader in Benefits & Engagement and Mobility.
With more than 1 million client companies across 44 countries, Edenred's platform gives more than 60 million users access to the services and products of more than 2 million partner merchants.
Edenred offers digital solutions dedicated to employees (meal vouchers, commuting, gift cards, wellness, rewards, and preferential offers), fleet managers (multi-energy solutions including EV charging, maintenance services, tolls, and parking), and corporate payments (virtual cards).
Guided by the Group's purpose, "Enrich connections. For good.", these solutions enhance employees' well-being and purchasing power and simplify the lives of professional drivers. They promote access to healthier food, more environmentally friendly products, and more sustainable mobility. Finally, they improve the attractiveness and efficiency of businesses while vitalizing the employment market and local economies.
Edenred's 12,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2025, thanks to its unique technology platform, the Group generated a business volume of €49 billion, mainly through mobile applications, online platforms, and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC Next 20, CAC Large 60, Euronext 100, Euronext Tech Leaders, FTSE4Good, DJSI Europe Index and DJSI World Index.