PpIngenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers, our world‑class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do. /p h3Role Overview /h3 pWe are seeking an experienced and proactive Customer Service Manager to strengthen our customer support team while driving strategic service improvement projects. This role combines operational leadership with project-based thinking to elevate customer satisfaction and streamline service delivery across the organisation. /p h3Core Responsibilities /h3 h3Customer Service Leadership /h3 ul liOversee daily customer support operations—ensuring timely resolution of inquiries, escalations, and complaints aligned with SLAs /li liRecruit, train, coach, and evaluate partners to uphold high standards of service delivery /li liAnalyse customer service metrics, feedback, and trends to identify areas for performance enhancement /li /ul h3Project Management Duties /h3 ul liDefine and execute customer-support improvement projects, including setting scope, milestones, budgets, and deliverables /li liCollaborate with cross‑functional teams to implement new workflows, tools, and process optimizations /li liMonitor progress, manage risk, adjust plans as needed, and deliver regular status updates to senior leadership /li /ul h3Collaboration Continuous Improvement /h3 ul liPartner with IT, Product, Sales, and other departments to align on customer initiatives and share customer insights /li liLead continuous improvement efforts—streamlining processes, implementing quality standards, and embedding customer feedback into service enhancement plans /li /ul h3Skills Qualifications /h3 h3Essential Qualifications /h3 ul liBachelor’s degree in Business, Project Management, or related field; relevant certifications (e.g., PMP, CAPM, PRINCE2) preferred /li liProven experience managing customer service or operations (typically 5+ years) /li /ul h3Project Management Proficiency /h3 ul liHands‑on use of project management tools (e.g. MS Project, Asana, Jira) and methodologies (Agile / Waterfall) is preferred /li liProven capability to manage budgets, timelines, risks, and documentation. People management is a plus. /li /ul h3Core Competencies /h3 ul liExceptional communication and stakeholder engagement skills /li liAnalytical mindset with ability to interpret customer data, performance metrics, and feedback /li liCustomer‑centric focus, with empathy and effective conflict‑resolution approach /li liOrganised, detail‑oriented, and resilient under pressure with strong multitasking capability /li liLeadership aptitude—mentoring teams, promoting collaboration, and driving results /li /ul h3Top-Level Job Requirements /h3 ul liExperience : Minimum 5 years in customer service or support roles, with proven project responsibilities in the last two year /li liTechnical Skills : Familiarity with CRM systems, helpdesk software, reporting tools, and PM platforms /li liCertifications : PMP, CAPM, or PRINCE2 — a significant plus /li liIndustry Knowledge : Strong awareness of evolving customer service best practices, continuous improvement methodologies, and regulatory needs. /li /ul pPlease note that we will only review CVs submitted in English. /p /p #J-18808-Ljbffr