What you can expect
Are you ready to take charge and make an impact? As a Customer Service Manager, you’ll be the mastermind behind client success, leading teams, optimizing performance, and driving business growth. They oversee SLAs, KPIs, and financial performance while coordinating with internal teams to meet client expectations. If you thrive in a fast-paced environment, love strategic decision-making, and enjoy turning challenges into opportunities—this role is for you!
Ready to level up your career? Apply now and let’s make things happen!
What you’ll do
- Build and maintain long-term client relationships, ensuring satisfaction and identifying growth opportunities.;
- Monitor SLAs, KPIs, and operational metrics, triggering improvement plans when needed.
- Oversee contact center operations, aligning with business goals and contractual requirements;
- Manage P&L, invoicing, and budget optimization;
- Ensure smooth execution of client deliverables through coordination with internal teams (HR, IT, WFM, Quality);
- Propose innovative solutions and action plans during QBRs and governance meetings;
- Conduct PSP meetings to address performance gaps and implement corrective actions;
- Drive client growth through proactive service enhancements and new opportunities;
- Ensure all zencruits processes, procedures and policies are fulfilled, including but not limited to GDPR – General Data Protection Regulation, GECSP – Global Essential Compliance, Information Security Policies, HR, etc.;
- May perform other duties as requested not specifically addressed in this document.
What you’ll need
- High School Degree (mandatory);
- Fluency in Portuguese and English (mandatory);
- Customer Experience Management, financial management (mandatory);
- Microsoft Office, project management tools, strong analytical and leadership abilities (preferential);
- Thrive in a fast-paced, ever-changing environment while maintaining high performance. (preferential);
- Experience within the banking industry (preferential).
Benefits
- Excellent work opportunity in a dynamic leading multinational company;
- Possibility of cooperation with leaders in various industries;
- Investment in training and personal development;
- Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
- Health Insurance;
- Free language courses, sport activities and organized events;
- Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.
Zencruits Portugal
Zencruits Portugal is one of the 25 best companies to work for in Europe, according to Great Place to Work®. It was also recognized as the Best and Largest Exporting Company and the Best Job Creator in Portugal by Exame magazine!
With more than 14 000 employees for 67 markets, Zencruits Portugal provides services in 37 languages. With a multicultural, highly qualified, and deeply specialized team, it offers a wide range of integrated omnichannel solutions. Zencruits is a pioneer in technology applied to customer support and maintains the highest security standards.
Zencruits Portugal continues to grow. Join our team and find your place at Zencruits!
To apply for this job email your details to career@zencruits.com