Customer Service Manager

Pearson VUE

. Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions .

Posted 9/22/2026full-timeRemote • NetherlandsMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing a multilingual customer service team, focusing on operational excellence, performance management, and delivering exceptional customer experiences. Proficient in resource allocation, process improvement, and cross-functional collaboration to enhance service delivery.

Highest-signal resume keywords

People LeadershipOperational ManagementCustomer Experience DeliveryProblem-Solving SkillsPerformance Data Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ManagementOrder ManagementPerformance MonitoringResource AllocationEscalation ManagementProcess ImprovementAnalytical Skills

Soft Skills

CoachingInterpersonal SkillsCollaborationCommunicationDecision-Making

Tools & Technologies

CRM SystemsERP SystemsOrder Management Systems

Industry Keywords

Customer OperationsService QualityWorkforce PlanningCustomer JourneyStakeholder Communication

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions
Oversee daily customer service operations, ensuring inquiries and order-related issues are managed accurately, efficiently, and professionally
Set clear team objectives and provide regular feedback, coaching, and support
Monitor service levels, workload, productivity, quality, and other relevant performance indicators
Manage workforce planning and resource allocation
Create an inclusive, collaborative, and customer-focused team culture
Act as the primary escalation point for complex or sensitive customer service matters
Collaborate with Sales, Finance, Warehouse Operations, and Technical Support
Identify opportunities to improve processes, service delivery, and the end-to-end customer journey
Communicate operational updates, priorities, risks, and performance insights to stakeholders
Ensure activities comply with internal procedures, quality standards, and applicable policies

Requirements

What you’ll need

Previous experience leading or supervising a customer service, customer operations, or order management team
Strong people leadership skills, with experience coaching employees, managing performance, and supporting professional development
A genuine passion for delivering an excellent customer experience
Strong operational management skills, including the ability to prioritize workloads, allocate resources, and maintain service quality in a fast-paced environment
Experience managing escalations and resolving complex customer or order-related issues
Excellent communication and interpersonal skills, with the ability to build trusted relationships across teams and functions
A collaborative mindset and experience working with teams such as Sales, Finance, Warehouse Operations, Supply Chain, or Technical Support
Strong problem-solving and decision-making skills, with a practical and solutions-focused approach
Good analytical skills and the ability to use performance data to identify trends, risks, and improvement opportunities
Professional fluency in English
Experience with CRM, customer service, ERP, or order management systems would be beneficial