Multilingual Service Operations Director

il y a 7 jours

Tunis, Tunis, Tunisie CBT Temps plein
Job Title

Multilingual Service Operations Director - Customer Experience

About the Company

We are CBT, a leading provider of customer service solutions. Our mission is to deliver exceptional support to our clients, fostering an inclusive and collaborative work environment.

Salary & Benefits

The estimated salary for this position ranges between $80,000 to $110,000 annually, considering factors such as location, industry, and required skills. As a full-time employee, you will be entitled to a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

Job Description

As a Multilingual Service Operations Director - Customer Experience, you will oversee and manage a team of customer service professionals, ensuring high levels of service delivery in multiple languages. Your responsibilities will include managing client relationships, improving service quality, and driving team success through leadership and operational excellence.

  • Lead and manage a team of customer service representatives, promoting efficient communication and high service standards.
  • Ensure prompt addressing of client inquiries and resolution of issues, maintaining customer satisfaction.
  • Monitor and improve team performance, providing coaching, training, and guidance as needed.
  • Develop and implement strategies for enhancing service delivery and customer satisfaction.
  • Collaborate with other departments to streamline processes, resolve client issues, and share best practices.
Required Skills and Qualifications

To excel in this role, you should possess:

  • Educational Background: Minimum Bac+2 or equivalent in a relevant field.
  • Experience: Proven experience in customer service, management, or a similar field, ideally with experience in insurance.
  • Technical Skills:
    • Proficient in Microsoft Office Suite (Word, Excel).
    • Familiarity with customer service software is an advantage.
  • Language Skills:
    • Fluent in both French and English, with a proficiency level of C1/C2.
  • Personal Attributes:
    • Strong leadership and interpersonal skills with the ability to manage and motivate a team.
    • Highly organized, service-oriented, and detail-driven.
    • Ability to manage multiple tasks simultaneously while maintaining high standards of service.
Working Conditions

This is a full-time, permanent position (CDI) with a 40-hour workweek distributed over five working days. You will have flexible hours, working between 07:00 and 10:00 AM or between 04:00 and 07:30 PM. You will also have two days off per week on a rotating basis.

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