Customer Service Supervisor

Viva.com is a leading European cloud-based neobank, delivering the future of payments, now. With presence in 24 markets, it is the payment institution with the largest footprint in Europe. Viva.com’s mission is to change the way businesses pay and get paid, offering truly unifying, yet localized, end-to-end advanced digital payments solutions and embedded banking services tailored to their needs. An advocate for a sustainable cashless economy, the Organisation delivers digital payments services across three different time zones, in 17 languages and 9 currencies, featuring over 30 payment methods. Harnessing the power of revolutionary technologies, such as the viva.com | Terminal app and Smart Checkout payment gateway, Viva.com provides an omnichannel solution, that offers seamless, conversion-boosting and secure ways to process online and in-person transactions, streamlining business operations and enhancing the customer experience.

Learn more at viva.com

The Customer Service Supervisor provides oversight to the Sales Support & KYC Support/Confiscations team, seeking to optimize all business processes related to client and to ensure excellent customer service and satisfaction. As a Customer Service Supervisor you will be responsible for maintaining a positive and professional image of the company, while ensuring that customer needs are met in a timely and efficient manner.

Your most important tasks will be:

• Manage a Sales Support and KYC Support/Confiscations team members of customer service and oversee daily operations of the relevant activities
• Develop and implement strategies to improve customer satisfaction and increase productivity
• Train, coach, and mentor customer service representatives to ensure they have the necessary skills and knowledge to perform their jobs effectively
• Monitor and evaluate the performance of team members, providing feedback and support to help them achieve their goals
• Handle complex customer issues and complaints, ensuring they are resolved in a timely and satisfactory manner
• Maintain accurate records and generate reports on customer service metrics, such as response times, resolution rates, and customer satisfaction levels
• Collaborate with other departments to ensure smooth and efficient communication and workflow

Requirements

Who are we looking for?

• You have at least 5 years of experience as a Customer Service Supervisor or in a similar position
• You are willing to work from our Parisian office on a daily basis
• You have great management skills, know how to manage, motivate and train teams
• You have high standards regarding customer service, client succes rates are important to you
• You are fluent in both the French & English language

Benefits

What we bring to the table?

• A competitive salary, based on your experience
• A benefit package to complement your salary
• Development and growth possibilities within the company