Customer Service Manager CZ & SK

Prague - Czechia /
Operations /
Employee: Full Time
/ On-site
Why We Work at Dun & Bradstreet
Dun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us!

CS management
-        Leading, developing and engaging team of 10employees who provide ongoing support for DnB clients in Europe
-        Development and management of Customer Support country structures according to global and local strategy
-        Assistance in establishing Customer Service direction, standards and procedures to provide superior quality of customer service
-        Responsibility for delivery of Customer Support policies, standards and KPIs
-        Manage team performance against key metrics and company goals for productivity and client satisfaction
-        Close cooperation with Sales, Data, IT, HR and Finance functions in order to provide and improve service quality and profitability
-        Provide best in class customer support experience allowing DnB to maintain market leader position
-        Focus on continuous improvement to assure best profitability, support quality, level of productivity and cost performance of DnB services
-        GTM and Upgrade Program support
Technical, products and information support to clients
-        Client training
-        Registration of new companies
-        Providing primary care for clients (telephone, e-mail, chat)
-        Verification & retention calls
-        Production, packaging and distribution of certificates
-        Support the introduction of new products and new business areas to the company within the allocated area of responsibility
Administrative
-        Coverage of contract control, document accuracy, service start-up, provisioning
-        Orders for invoicing, entering credit notes
-        Control activities in the framework of monthly, quarterly, annual closure
-        Operation of info e-mails, info lines (help desk)
-        Creating and securing administrative routines with new or existing customers
-        Provide feedback and ongoing coaching to team members, while supervising daily operations of the department
-        Close the loop of CSAT responses
-        GDPR
-        Cooperation with auditors (preparation and review of documents)

Education/Experience and Competencies

    • Over 7 years of experience in customer support preferably in international B2B industry with a strong focus on customers
    • Experience on CS Team Leader/Manager level – at least 5 years of experience
    • Higher education degree preferred
    • Fluent English, and at least one from the following: Czech, Slovakian
    • Ability to work in a fast moving environment with a “hands on” attitude
    • Strong goal orientation
    • Commitment to quality and process improveme