Client Services Representative

• Drive the Group's overall omnichannel customer relationship strategy
• Oversee the B2B self-service client portfolio generating €10M in revenue
• Oversee outsourced B2C support for major European events
• Determine team sizing, organize schedules, and monitor workloads across phone, email, chat, bots, WhatsApp, and other channels
• Ensure operational SLAs are met for phone support and ticketing/email
• Implement communication guidelines and scripts and conduct quality monitoring
• Co-manage the brand's European branding strategy with the marketing team
• Improve ratings and brand image on Trustpilot, Google, Avis Vérifiés, and other platforms
• Manage moderation, address negative reviews, and automate positive review collection
• Supervise the full client lifecycle across ticketing, access control, CRM, and staff management
• Identify upsell opportunities and optimize revenue from the self-service segment
• Measure and analyze NPS, CSAT, and CES
• Report department KPIs monthly to the Group Board and Country Managers
• Collaborate with Product Owners and Finance to resolve issues and improve services
• Supervise, manage, train, and upskill 25 Client Service Advisors across six countries and approximately ten freelance contractors
• Manage customer service tools including Intercom, Aircall, Weezevent software and products, review platforms, and Google Sheets
• Analyze recurring contact reasons and escalate issues to Product and Operations teams
• Implement AI to improve performance and automate low-value-added tasks

Client Services Representative jobs in France

Head of Client Service