Customer Service Manager at Hetzner (Pty) Ltd

Job description

Hetzner is looking for an experienced Customer Service Manager to lead a growing team of 30 consultants in administering customer profiles and sales.

The role reports to the Chief Customer Officer (CCO) and is based with the team at our head office in Durbanville.

You will play an integral part in establishing a world-class service experience that delights our customers to the extent that they highly recommend and promote our service.

Stakeholders are located across time zones and strong stakeholder management skills will therefore be of particular importance in this role.

Hetzner regards word-of-mouth as the primary marketing and adoption channel. You will lead your team’s relentless pursuit of consistently enabling our customers to transact in a global market. Your passion for and deep appreciation of simple service and business philosophies will drive your delivery, scaling and team culture.

You will be expected to bring a tenacious, hands-on response to the dynamic influences shaping and differentiating our customer service experience in a global market.

What you’ll do:

• Relentlessly seek to optimize the performance of your team and it’s function:
• Recruit, develop and retain the right skills to ensure optimal daily service delivery.
• Mentor consultants on the application of sound service principles and ensure consistent execution according to quality standards.
• Optimise process workflows within established standards in collaboration with the service teams.
• Co-ordinate projects and ensure that service rollout is well supported by the service teams.
• Engage technical teams to address system deficiencies or enhancements while keeping stakeholders informed.
• In collaboration with your team, drive policy requirements relating to organizational and service scope changes with the CCO and implement agreed policy initiatives.
• Model the intent behind the Hetzner Performance Culture.
• Final point of customer service escalations.
• Foster healthy inter-team relationships and reinforce the common purpose to deliver exceptional service throughout the value chain.

Who you are:

• You are masterful at drawing escalated customer queries to positive relationship conclusions.
• You identify workflow and policy gaps easily and find simple, pragmatic solutions.
• You are able to mentor this approach effectively to high-performing individuals.
• You engage teams effectively in identifying impediments, solving them and driving solutions.
• You are critical and discerning of quality and standards compliance and committed to continuous improvement.
• You are an exceptional recruiter.
• You have a high work ethic.

Qualifications and Experience:

• You have worked in the service industry for at least 5 years.
• You have managed a team of service consultants for at least 3 years.
• ISP industry experience will be beneficial.
• You hold a degree or equivalent tertiary education.