Customer Service Manager fmd

Position Description

As Technical Customer Service Manager you are an integral part of Cinemos Customer Service team responsible for setting up and maintaining an AIDriven flow of customer inquiries ensuring stateoftheart technical support for consumers and ensuring overall customer satisfaction. The ideal candidate will have an excellent understanding of both Software development and AITechnologies good communication skills a solutionoriented handson approach adaptability to new products and processes and a customercentric mindset.

In this role you will:

• Design develop and implement AIdriven workflows for customer inquiries handling
• Manage and maintain a collaborative exchange with external suppliers for Level 1 support AI tools monitor performance metrics such as response times resolution times and customer satisfaction scores
• Provide technical expertise and guidance to Customer Service team members to handle complex technical issues effectively
• Communicate effectively with stakeholders at all levels including senior management to provide updates on technical support initiatives and outcomes
• Keep updated on emerging technologies and industry best practices in technical support
• Proactively identifying trends or recurring issues to suggest improvements to products processes or documentation

What you will need to succeed:

• Experience in a highly competitive technologydriven industry sector (e.g. Software Consumer Electronics IoT)
• Familiarity with AI and machine learning technologies including natural language processing (NLP) and chatbot development
• Experience working with AIdriven support systems and tools preferably in a customer service context
• Familiarity with (SaaS) software products services and technologies would be an advantage
• Ability to articulate complex technical concepts to both technical and nontechnical audiences
• Strong analytical and problemsolving skills
• Ability to work collaboratively with crossfunctional teams including between internal and external stakeholders
• Good written and verbal English communication skills