Customer Service Manager

Responsibilities

• Manage, animate, and develop the skills of a team of 3 to 4 collaborators
• Organize activities and monitor individual and collective performance indicators
• Supervise the entire customer lifecycle including onboarding, follow-up, loyalty, and cancellation
• Guarantee service quality and customer satisfaction
• Manage billing and follow up on unpaid invoices with lessors
• Manage relationships with leasing partners, including financing file setup and monitoring
• Handle strategic or sensitive clients and complex complaints
• Coordinate logistics, including equipment/product deliveries and incident management
• Supervise orders, replenishment, and supplier relations
• Analyze KPIs, produce regular reporting, and participate in management meetings (CODIR)
• Identify and lead continuous improvement projects and customer retention strategies

Requirements

• Experience in customer service management
• Proven ability to manage and lead a team
• Experience in managing customer lifecycles and loyalty programs
• Ability to handle financial administration and billing follow-ups
• Strong coordination and logistics management skills