High Touch Operations Manager with French

3 dni temu

Kraków, małopolskie, Polska Experis Manpower Group Pełny etat 10 zł

Experis to światowy lider rekrutacji specjalistów i kadry zarządzającej w kluczowych obszarach IT. Z nami znajdziesz konkurencyjne oferty zatrudnienia oraz ciekawe projekty IT skierowane zarówno do ekspertów z wieloletnim doświadczeniem, jak i osób, które dopiero zaczynają swoją przygodę w branży IT.Location: This position is fully remote for candidates located outside of Cracow. For those based in Cracow, a hybrid work model is required, with 2/3 days per week in the officeSalary: 10 000 - 11 000 PLN/month gross (Contract of Employment via Experis)Start Date: ASAP / within 1 monthAbout the Role:Join company's Customer Experience (CX) team and be part of a transformative journey We're reshaping our CX Operating Model to deliver personalized, proactive, and predictive interactions, helping customers maximize the value of their technology investments. You’ll work in a dynamic, customer-centric environment that values simplicity and collaboration. This role is key to building trust and long-term relationships with our customers. You’ll collaborate with cross-functional teams and use data-driven insights to create a seamless customer experience. If you're passionate about innovation, empowerment, and making a difference - this is the place for youResponsibilities:Act as the main point of contact for customers regarding support-related questionsManage and follow up on critical incidents affecting customer networksSupport the Expert Care program for major accountsUse internal tools to monitor and resolve customer service requestsCoordinate with internal teams to ensure timely problem resolutionMaintain strong customer relationships through email, phone, chat, and video conferencingOrganize and participate in root cause analysis upon customer requestLead regular customer meetings (weekly and quarterly)Participate in high-severity incident troubleshooting sessions and communicate updates to customer managementConduct weekly case reviews and track incident KPIs and SLAsMinimum Qualifications:LanguagesFrench and English – mandatory (3 of 4 customers are French-speaking; 1 is Slovak)Proven leadership skills and ability to take initiativeExperience in a support environment is a plusAbility to work with engineers to identify and resolve product or software issuesStrong organizational and coordination skillsSolid understanding of business processes in a support contextBasic technical and networking knowledge (you’ll rely on Engineers for deep expertise)Nice to Have Skills:Fluency in SlovakCisco CCNA certification or higherITIL Foundation (intermediate level recommended)Understanding of enterprise IT environmentsOffer:MultiSport PlusGroup insuranceMedicover Premiume-learning platform

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