Senior Manager, Customer Care EMEA & APAC Lead

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Job Description

Your role

Oversee and manage a team of customer care representatives, ensuring that all customer interactions are handled effectively, efficiently, and in a customer-centric manner. You will be responsible for training, coaching, and supporting your team to meet performance goals and provide exceptional service. Additionally, you will act as a point of escalation for complex or high-priority customer issues and ensure that all customer inquiries and concerns are resolved promptly.

What you\’ll do

1. Team Leadership & Supervision:
   • Lead, motivate, and manage a team of customer care representatives to ensure high standards of customer service.
   • Provide regular feedback and performance evaluations to team members.
   • Assist in the hiring and onboarding process for new customer care team members.
   • Foster a positive and collaborative team environment.
2. Customer Service Excellence:
   • Ensure that all customer inquiries (via phone, email, chat, or social media) are handled promptly and professionally.
   • Resolve escalated customer issues and complaints, ensuring customer satisfaction.
   • Track and analyze customer feedback to identify areas for improvement in service delivery.
3. Training & Development:
   • Conduct ongoing training sessions to ensure team members are equipped with the necessary skills and knowledge.
   • Stay up-to-date with product and service knowledge to provide accurate information to both customers and team members.
4. Performance Management:
   • Monitor and assess team performance through metrics such as response time, issue resolution, and customer satisfaction.
   • Establish and track KPIs for the team, providing coaching and support to meet individual and team goals.
5. Process Improvement:
   • Identify opportunities to streamline processes and improve the customer experience.
   • Collaborate with other departments (e.g., product, sales, or logistics) to ensure a seamless customer experience.
6. Reporting & Documentation:
   • Generate and analyze reports to track team performance, customer feedback, and common issues.
   • Maintain accurate records of customer interactions and resolutions.

What you\’ll need

• High school diploma or equivalent required. A bachelor\’s degree in business, communications, or a related field is a plus.
• 3 + years of experience in a customer service or support role, with at least 1 year in a leadership or supervisory position. Experience managing or mentoring a team is preferred.
• Ability to interface with internal functional teams in Operations, Implementation services, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
• Knowledge Mastery – Advocate and awareness of Digital Realty products, services and value propositions including mission critical infrastructure components.
• Problem solving ability – Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
• Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.
• Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so).

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company\’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you\’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you\’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We\’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.

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