• Associate Manager Technical Services & Support, Customer Support – (region)

    Job Locations NL-Leiden area
    Job ID
    2019-6025
    Category
    Customer support (technical)
  • Company & department description

    SWIFT provides the platform, messaging, standards, and products & services to over 10.500 customers in 215 countries and territories. 

    Our employees are the foundation of this success.

    SWIFT has an unique corporate mindset, where diversity, personal development and networking are actively encouraged.  And we think you'll like our office culture, built around the way we work to achieve a healthier work/life balance.

    If you want to be part of our dynamic, multi-cultural institution with over 2400 employees of 75 nationalities, in 26 offices worldwide, then explore the vast opportunities, rewards and internationally competitive packages that we are waiting for you here at SWIFT.

    Responsibilities

    Your responsibilities will be to: - Coach, mentor and manage the performance of engineers - Conduct coaching sessions and implement performance improvement plans - Responsible for projects that will add value to the customer service team – training enhancement, Customer Services best practices - Handle escalated customer issues as needed with various stakeholders - Oversee process improvement initiatives to completion - Communicate effectively to employees and foster a positive work environment with a high-performing team - (region) Head Duty Manager responsibilities Communicate to clients directly for complex issues and projects. Provide casual visits to selected clients.

    Qualifications

    Education & Experience: - University degree or above - 2-3 years supervisory experience in customer support industry. 5 years or above experience in a SWIFT environment Qualifications: - Familiar with SWIFT customer support operational processes and procedures - Solid communication skills to effectively deal with various levels of management and staff - Demonstrated organizational skills, detail orientated, prioritization skills and time management skills - Excellent communication skills and ability to effectively operate with diverse individuals Languages : - English - (language) / (language) / (language) or any (region) language is an asset

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