Customer Service Manager
Location: Koszalin
We work: Hybrid (2–3 days from the office per week – flexible)
Contract of employment: Full-time
Recruitment process:Online
About your future employer:
Our Client is a well-established, international manufacturing company. The organization operates in a dynamic, global environment and focuses on continuous improvement, innovation, and high-quality customer experience.
Customer Service Manager
We are currently looking for an experienced Customer Service Experience Manager who will play a key role in strengthening and stabilizing the Customer Service (Call Center) team while driving operational excellence and customer satisfaction.
Here are some of the things you can look forward to:
- Leading and developing a Customer Service / Call Center team responsible for areas such as fleet, insurance, retail, order settlement, and quality
- Analyzing and improving the entire customer journey to increase satisfaction and conversion
- Reviewing and optimizing existing processes within customer service and settlements
- Driving improvements and operational efficiency across the team
- Coaching team members and leaders, acting as a strong people manager and mentor
- Implementing best practices and solutions from other markets and external partners
- Developing sales strategies and supporting business performance in cooperation with other departments
- Leading digital initiatives and projects related to online tools and campaigns
- Introducing new technologies and innovations (including AI where applicable)
- Reporting and collaborating with international stakeholders (English-speaking environment)
What we’re looking for:
- Proven experience in improving customer experience and/or sales performance
- Experience in managing teams (preferably in customer service or operations environment)
- Understanding of call center environment and key KPIs
- Strong people management and coaching skills
- Ability to communicate effectively with senior stakeholders (C-level)
- Proactive, solution-oriented mindset and ability to drive change
- Experience in process improvement and optimization
- Interest in new technologies and trends (e.g., AI)
- Fluent English (C1 level – required for daily communication and reporting)
Our Client has a lot to offer:
- Employment in a stable, international organization
- Hybrid work model (2–3 days from the office in Koszalin)
- International exposure – business trips (approx. 4–5 per year)
- Real impact on business decisions and process improvements
- Opportunity to implement your own ideas and drive change
- Employment contract (initial 3-month trial period, then permanent contract)
- Attractive compensation package including:
- Quarterly bonus
- Annual bonus
- 13th salary
- Company car (also for private use)
Recruitment proces:
- Interview with Antal Consultant
- Meeting with Management Board representative
- Meeting with Customer Experience Manager (international stakeholder)
- PAPI assessment
- Final decision