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Customer Service Operations Manager

Date de publication


Description du poste :

UEFA is looking for a Customer Service Operations Manager. The successful candidate will oversee customer
service operations, supporting all fans who purchase tickets through UEFA's website. He/she will ensure that
fans are always kept informed regarding the best ways to get tickets and that UEFA staff are on hand to answer
Not only will this involve sourcing and managing the right service providers, it will also mean coordinating an
internal customer service team. Moreover, since tickets will be sold online, UEFA's customer services will also
need to be online.
The ideal candidate will have managed the customer service operations of a company with large scale
ecommerce activities.
- Setting up and running large-scale business-to-consumer customer service operations;
- Managing one or more external suppliers;
- Managing an internal team;
- Ensuring the publication of high-quality FAQs;
- Ensuring high-quality, fast and accurate communication with clients;
- Anticipating enquiries from customers;
- Planning efficient deployment of agents;
- Monitoring the efficiency of internal and external agents;
- Taking on responsibility for other projects as required;
- Liaising frequently with internal teams to align on processes and to better anticipate customer needs.

Description du profil :

Experience required:
- from 4 to 6 years running large-scale customer service operations
- from 4 to 6 years running customer service operations for online sales
- Completion of relevant academic studies at Master's level
- An excellent command of English, ideally to native-speaker standard (with knowledge of other languages
regarded as an asset)
Additional requirements:
- Budget Management / Advanced
- CRM / Proficient
- Project Management / Proficient
- Excellent drafting skills
- The ability to understand and anticipate customers' problems