AddressBroad Purpose
The 42 Adelaide Global Customer Service Manager plays a crucial role in managing the relationships between 42 Adelaide and local and Global stakeholders (including other campuses). This position is responsible for providing exceptional customer support, handling complaints, managing sensitive and confidential communications, and gathering feedback to continuously improve our services. The Customer Experience Manager will also be instrumental in developing and implementing Customer Service policies and protocols, as well as ensuring all 42 staff members are focused to deliver outstanding service and foster positive customer relationships.
Position Envirnment
42 Adelaide is transforming technology education, through a tuition free software engineering school with a revolutionary way of learning without teachers. The curriculum is 100% project based and students have to work together in peer-to-peer fashion. We are part of the global 42 network with 21,000 + students across 31 countries. Through our educational model, students are trained to become qualified software engineers and design inclusive solutions for the challenges of today and tomorrow!
Core responsibilities
- Manage relationships between 42 Adelaide and European campuses, including prospective and current students, external sponsors, partners, and stakeholders.
- Develop, implement and manage Customer Service policies and protocols to ensure consistent service standards are in place in the organization.
- Manage customer relationships by providing open, honest and transparent information in regard to internal and external stakeholders, addressing complaints, and other matters that arise promptly and effectively.
- Collaborate with 42 staff members to ensure Customer Service best practices exist, including the provision of ongoing support and guidance to maintain a high level of service quality..
- Stay updated on external frameworks and standards related to Customer Service and incorporate best practices into our operations.
- Monitor internal and external customer satisfaction metrics and feedback to identify areas for improvement and implement strategies to enhance the overall customer experience.
- Act as a liaison between customers and internal staff to address issues and ensure timely resolution of customer concerns.
- Continuously assess and improve Customer Service processes to streamline operations and increase efficiency.
Essential Criteria
- Bi- lingual in French and Italian and any other European languages
- Proven experience in a Customer Service management role, with a track record of delivering exceptional customer experiences.
- In-depth knowledge of Customer Service standards, practices, and protocols.
- Strong leadership skills with the ability to train and motivate staff to achieve service excellence.
- Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts.
- Ability to work collaboratively across departments to achieve common goals.
- Analytical skills with the ability to interpret data and make data-driven decisions.
Essential Technical Skills
Have experience 42 piscine and/or the common core as a student
Understanding of the 42 projects and how this intersects with external stakeholders
Education
Diploma of Business (or related fields)
Other Information
- Some out of normal work hours required as needed
- Generous salary sacrificing is available
