Customer Service Manager with German - newly established office
ref nr: 45/7/2025/AK/91744
In Antal we have been dealing with recruitment for over 20 years. Thanks to the fact that we operate in 10 specialised divisions, we have an excellent orientation in current industry trends. We precisely determine the specific nature of the job, classifying key skills and necessary qualifications. Our mission is not only to find a candidate whose competences fit the requirements of the given job advertisement, but first and foremost a position which meets the candidate’s expectations. Employment agency registration number: 496.
Customer Service Manager with German - newly established office
Location: Kraków
For our client - a market leader in the renewable energy sector, we are looking for an experienced Customer Service Manager with knowledge of both German and English languages to lead a newly established team of Customer Service Agents
The Service Manager Contact Center is responsible for leading and managing the Contact Center operations within a Multi Shared Service Center based in Krakow. This role ensures the delivery of exceptional customer service and technical support, aligned with a commitment to providing a first-class customer experience. Acting as a leader, coach, and collaborator, the Service Manager provides strategic direction, operational stability, and continuous development for the Contact Center team. This position requires strong cross-functional collaboration with other departments and headquarters to ensure seamless service delivery and customer satisfaction.
Key Responsibilities
-
Lead and manage all customer-facing service operations within the Contact Center.
-
Drive performance and service excellence across the team, ensuring alignment with company service standards.
-
Develop and coach team members to foster a high-performing, customer-centric culture.
-
Collaborate with the Head of Service to implement a unified “one-face-to-the-customer” approach.
-
Monitor and improve customer satisfaction through effective service processes and feedback loops.
-
Make critical decisions to resolve service issues and drive continuous improvement initiatives.
-
Build and maintain strong relationships with internal and external stakeholders, including customers, regional teams, and headquarters.
-
Oversee staffing, recruitment, and performance evaluations in collaboration with management.
-
Take ownership of key operational tasks and ensure timely resolution of customer concerns.
-
Ensure successful execution and follow-up of a wide range of service offerings.
-
Maintain team integrity through shared accountability and transparent leadership.
-
Deliver accurate and timely service performance reports and KPIs.
-
Conduct regular performance reviews and task monitoring for team members.
Qualifications & Experience
-
Minimum 5 years of experience in customer service (preffered with a technical background in power electronics, renewable energy, telecommunications, or semiconductors)
-
Proven leadership experience with the ability to manage and inspire diverse teams.
-
Strong interpersonal and influencing skills, especially in sensitive or high-stakes situations.
-
Excellent communication skills in German (written and verbal); and English
-
Familiarity with Salesforce CRM preferred.
-
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
-
Strong analytical and problem-solving capabilities.
-
Demonstrated ability to collaborate across functions and organizational levels.
