Must have

• CRM

• German

• English

Requirements description

Qualifications & Experience

• Minimum 5 years of experience in customer service (preffered with a technical background in power electronics, renewable energy, telecommunications, or semiconductors)
• Proven leadership experience with the ability to manage and inspire diverse teams.
• Strong interpersonal and influencing skills, especially in sensitive or high-stakes situations.
• Excellent communication skills in German (written and verbal); and English
• Familiarity with Salesforce CRM preferred.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong analytical and problem-solving capabilities.
• Demonstrated ability to collaborate across functions and organizational levels.

Offer description

For our client - a market leader in the renewable energy sector, we are looking for an experienced Customer Service Manager with knowledge of both German and English languages to lead a newly established team of Customer Service Agents

The Service Manager Contact Center is responsible for leading and managing the Contact Center operations within a Multi Shared Service Center based in Krakow. This role ensures the delivery of exceptional customer service and technical support, aligned with a commitment to providing a first-class customer experience. Acting as a leader, coach, and collaborator, the Service Manager provides strategic direction, operational stability, and continuous development for the Contact Center team. This position requires strong cross-functional collaboration with other departments and headquarters to ensure seamless service delivery and customer satisfaction.

Your responsibilities

1. Lead and manage all customer-facing service operations within the Contact Center.
2. Drive performance and service excellence across the team, ensuring alignment with company service standards.
3. Develop and coach team members to foster a high-performing, customer-centric culture.
4. Collaborate with the Head of Service to implement a unified “one-face-to-the-customer” approach.
5. Monitor and improve customer satisfaction through effective service processes and feedback loops.
6. Make critical decisions to resolve service issues and drive continuous improvement initiatives.

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