Customer Service Manager

Location: Masku, Finland

Summary: The Customer Service Manager leads, trains, and manages the Customer Service team to ensure required service, volume, and quality levels are attained. This role handles escalated concerns with professionalism and monitors day-to-day activities to provide outstanding customer service experience to internal and external customers.

Essential Functions:

• Supervise Customer Service Representatives, including talent reviews, recruitment, corrective actions, performance reviews, and succession planning.

• Coach and mentor on handling complaints and providing appropriate solutions within time limits.

• Build sustainable relationships of trust through open communication with internal departments.

• Collaborate with Sales, Procurement, and Credit teams to evaluate processes and make recommendations for operational improvements.

• Act as a point of esca...