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 high-quality 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 team's 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 Bac+2 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, service-oriented, and detail-driven.
- Ability to manage multiple tasks simultaneously while maintaining high standards of service.
- Comfortable working with data and setting performance targets.
- Open-minded and adaptable in a multicultural work environment.
- Strong problem-solving 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:
- Contract: Full-time, 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 work-life balance.
- Develop your career in a growth-oriented, 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