Customer Service Manager(Dutch Speaking)

Full job description

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service.

Job Title : Customer Service Manager

Place of Work : Surabaya, Indonesia

Languages : Dutch, English and Indonesian

Reporting to : Regional Manager

Direct Reports : Supervisors and Customer Representative Agents

Requirements

Qualifications

• Bachelor's degree or above.

Experience

• Minimum of one year of experience in a multinational company with a customer-experience focus.
• At least one year of team management experience.
• Minimum of one year of experience in operations process management.

Skills and Abilities

• English and Dutch professional proficiency (spoken, written, and reading) are required.
• Proficiency in Microsoft Office.
• Detail-oriented, proactive, and able to work independently.
• Strong communication and organisational skills.
• Mature, intelligent, and demonstrating a high level of personal integrity.
• Fast learner.
• Strong team player with the ability to build relationships across functions.
• Strong sense of responsibility and the ability to work effectively under tight deadlines and pressure.
• General financial literacy.
• Emotional intelligence.
• Project management skills are an advantage.
• Business development skills are an advantage.

Responsibilities

• Manage the day-to-day operations of a Visa Application Centre in compliance with Standard Operating Procedures.
• Develop, coordinate, and implement first-class services.
• Work with government clients, support organisations, and partner companies to develop and enhance services.
• Manage the physical facilities of the Visa Application Centre to ensure they are fit for purpose.
• Contribute to strategic planning and ensure the effective implementation of related actions and central company initiatives.
• Contribute to strategic commercial development, identify and develop new sales opportunities, promote the company's services, increase turnover and gross margin, expand market share, and lead new commercial initiatives.
• Maximise productive efficiency within the company.
• Ensure the effective management of the Visa Application Centre through recruitment, objective setting, performance reviews, training, development, and motivation.
• Provide effective leadership and implement appropriate employee recognition and reward practices.
• Ensure appropriate communication channels exist between staff and customers.
• Ensure the integrity of systems and processes used to manage applications effectively and protect client confidentiality.
• Manage the Visa Application Centre operations and staff in accordance with TLScontact's Corporate Values, fostering a workplace culture that reflects and promotes these values.
• Ensure a healthy and safe working environment.
• Complete business reporting in accordance with company processes.
• Identify and implement improvements to existing service-delivery, operational, and reporting processes.

Location: Surabaya

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