Senior Customer Service Manager - job 1 of 2

As a Senior Customer Service Manager at SIXT, your primary responsibilities include overseeing daily call center operations, recruiting and developing high-performing teams, and collaborating with international teams to resolve complex customer issues. You’ll ensure optimal staffing and workflow efficiency while implementing strategies that enhance performance and customer satisfaction.

To qualify for the Senior Customer Service Manager position at SIXT, candidates should have a Bachelor's degree in Business Administration or a related field, or at least 5 years of progressive contact center management experience. Proven success as a call center leader, coupled with strong leadership and communication skills, is crucial for this role.

SIXT supports its Senior Customer Service Managers through comprehensive training programs, a competitive bonus plan, flexible hybrid work options, and extensive health benefits. We aim to create a supportive environment that encourages professional growth and a healthy work-life balance.

Essential skills for a Senior Customer Service Manager include excellent communication, problem-solving, and conflict-resolution abilities, alongside a deep understanding of workforce management principles. Candidates should also possess strong organizational skills and the ability to thrive in fast-paced environments.

Candidates can expect a dynamic work environment at SIXT that fosters teamwork and innovation. With a cutting-edge office situated in Downtown Tulsa, a supportive culture, and numerous opportunities for professional advancement, our team strives to create the best experience for both employees and customers.

When discussing customer satisfaction, focus on strategies you use to prioritize the needs of customers, such as effective communication, active listening, and ensuring prompt responses to inquiries. Highlight specific examples where your actions led to increased customer satisfaction.

For this question, share a specific instance where you successfully handled a difficult customer situation. Outline the steps you took to understand the issue, collaborate with your team, and the positive outcome that followed.

Discuss your leadership style, whether it’s transformational, participative, or coaching. Provide examples of how you've motivated and developed your team members to enhance performance and achieve goals.

Explain various strategies like workforce management optimization, regular training sessions, and performance metrics analysis. Illustrate how you would use data to identify problem areas and improve overall service quality.

Discuss your approach to addressing performance issues openly and constructively. Mention the importance of feedback, setting clear expectations, and providing additional training or support when needed.

When answering, detail the situation, the new process you proposed, the steps you took to implement it, and the overall impact it had on team performance or customer satisfaction.

Emphasize the importance of thorough training and regular reminders to staff about company policies. Discuss how you monitor interactions and provide constructive feedback to ensure adherence to established guidelines.

Mention key performance indicators like customer satisfaction scores, first contact resolution rates, and average handling times, explaining how each metric helps assess service effectiveness and areas for improvement.

Discuss the significance of hands-on leadership and being present during peak times for support. Elaborate on how this balance helps you understand staff challenges while fostering team morale.

Share your passion for customer service and the satisfaction you derive from creating positive experiences. Discuss your drive to lead and support staff, emphasizing the impact on the overall success of the organization.