Bilingual - Client Services Manager
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Job Description
Job Title: Bilingual Client Services Manager (French/English)
Location: Tunis Tunisia
Industry: Customer Service Insurance
About the Company:
We are a leading provider of customer service solutions committed to delivering exceptional support to our clients. Our mission is to provide efficient and highquality service within an inclusive and collaborative environment. We are seeking a Bilingual Client Services Manager fluent in both French and English to join our dynamic team in Tunis.
Job Overview:
As a Bilingual Client Services Manager you will oversee and guide a team of customer service professionals ensuring the highest level of service is delivered in both French and English. You will be responsible for managing client relationships improving service quality and ensuring the teams success through leadership and operational excellence. If you are passionate about customer satisfaction team leadership and achieving results in a supportive work environment this role is perfect for you.
Key Responsibilities:
- Lead and manage a team of customer service representatives ensuring efficient communication and high service standards in both French and English.
- Ensure that client inquiries are addressed promptly and issues are resolved efficiently maintaining customer satisfaction.
- Monitor and improve the performance of the team providing coaching training and guidance as needed.
- Develop and implement strategies for improving service delivery and customer satisfaction.
- Ensure team members adhere to company policies and procedures maintaining high standards of professionalism.
- Collaborate with other departments to streamline processes resolve client issues and share best practices.
- Manage and update client records accurately ensuring confidentiality of sensitive information.
- Perform administrative duties including reporting and performance tracking.
- Handle escalation cases ensuring quick and effective resolution.
Required Skills and Qualifications:
- Educational Background: Minimum Bac2 or equivalent in a relevant field.
- Experience: Proven experience in customer service management or a similar field ideally with experience in insurance.
- Technical Skills:
- Proficient in Microsoft Office Suite (Word Excel).
- Familiarity with customer service software is an advantage.
- Language Skills:
- Fluent in both French and English with a proficiency level of C1/C2.
- Personal Attributes:
- Strong leadership and interpersonal skills with the ability to manage and motivate a team.
- Highly organized serviceoriented and detaildriven.
- Ability to manage multiple tasks simultaneously while maintaining high standards of service.
- Comfortable working with data and setting performance targets.
- Openminded and adaptable in a multicultural work environment.
- Strong problemsolving skills and the ability to handle escalated situations effectively.
Working Conditions:
- Work Schedule:
- 40 hours per week distributed over 5 working days.
- Flexible Hours: Between 07:00 and 10:00 AM (morning) or between 04:00 and 07:30 PM (afternoon).
- 2 days off per week on a rotating basis.
- Location:
- Tunis Tunisia.
- Contract: Fulltime permanent position (CDI).
Why Join Us
- Be part of a dynamic and respectful team where your contributions are valued.
- Enjoy flexible working hours that support a healthy worklife balance.
- Develop your career in a growthoriented collaborative environment.
- Opportunity to work in a multilingual and diverse setting.
How to Apply:
If you meet the qualifications and are excited to contribute to a growing organization we encourage you to apply. Please send your CV and a cover letter detailing your relevant experience and motivation for applying.
Employment Type
Full Time
