Customer Service Manager

  • Klarna
  • Sydney, Australia
  • Mar 26, 2020

Job Description

Klarna makes shopping smoooth. And we do it with flair because shopping is fun. Every day, we help customers, businesses, and partners explore just how smoooth the modern shopping experience can be. 
It means we’re constantly changing the game. Always trying out new things. And we encourage our people to do the same. To grow. To develop. Because we don’t believe roles have to stay fixed. Instead we inspire our people to take an irregular career path. As a company of 350 dynamic start-ups, our whole business is built for it. So once you’re in, there’s no telling what will happen next.
We are now looking for a Manager to lead our Customer Service team in Sydney, Australia. The team’s main responsibility is to support Klarna’s merchants, consumers, outsourcing partners and other stakeholders within our Service Centre competence. In this role, you will initially lead a team of ~6 Service Agents and be part of the Service competency providing a smooth service to all our customers.  
What you will do:
- Lead and develop the work carried out within the Customer Service team.- Oversee team’s performance and accountability which include: customer support, complaint handling, data protection and questions from our outsourcing partners.- Be responsible for service delivery, KPI fulfillment and take the necessary actions on deviations.- Advising and coaching the employees and engaging them in the everyday work.- Continuously improve ways of working to increase operational performance (e.g. customer satisfaction, employee engagement, service levels).-You will have daily contact with colleagues and stakeholders internally and externally - especially with our Service Centre in Stockholm.- You will at times be required to travel to the other partner offices (Domestic) 
You should have:
Klarna is looking for ambitious people with significant drive! You should be passionate about your job and enjoy a fast paced international working environment. You will play an important role in taking Klarna to the next level thus, you should desire to go above and beyond to produce best work results! At Klarna we embrace change, you should dare to challenge the status quo and be persistent. - Degree from university or comparable professional education within a service-oriented field.- Grown and led a customer service team that strives for excellence - Exceptional interpersonal, customer service, problem-solving, strong verbal and written communication and conflict resolution skills.- You know how to foster a “make it work” mindset that allows the team to quickly adapt to new ways of working and thinking.- Ability to multitask and remain calm under pressure.- Knowledge of management principles and team leadership experience.- Strong analytical and organisational skills.- Able to work in an environment where no two days are the same- Willingness to work after hours as needed