Customer Care Manager

BlueLink International CZ, a proud member of the Air France-KLM Group, has been at the forefront of international customer service for nearly 30 years. Our mission is to create meaningful connections that resonate deeply with our customers. We partner with prestigious brands in the air transport, tourism, luxury, and culture sectors to deliver unparalleled service.

With expertise in 34 languages and a presence across five continents, we provide a unique, localized experience. Our goal is to transform every customer interaction into an unforgettable journey.

For our Prague centre, with 530+ employees, representing 74 nationalities and 22 languages, we are currently looking for an experienced Customer Care Manager, one of five Managers reporting to the Head of Operations.

The Customer Care Manager is a senior and responsible position focused on making decisions, guiding, directing and motivating others, coordinating operational activities, ensuring contractual KPIs, solving problems as well as driving innovation & change.

Main Responsibilities:

• Managing directly a team of Team Leaders - their evaluation, engagement, motivation, coaching and development

• Managing a team of 80-100 advisors and 6 to 8 Team Leader

• Plan, organize and recommend strategies in order to run the operations effectively

• Ensuring delivery of contractual KPIs (productivity, quality and SLA indicators. initiating action to strengthen teams results)

• Translating corporate goals into functional and teams goals

• Managing the implementation of new products

• Maintaining an orderly workflow according to priorities; Crisis management

• Keeping ahead of industry’s developments and apply best practices to areas of improvement

• Tracking and reporting results to TOP management

• Developing or enforcing company policies and procedures

• Managing selected customers’ accounts on a supervisory level

  Candidate Profile:

• Managerial experience of at least 5 years

• Strong leadership skills (ability to lead and coach the team)

• The ability to work under pressure

• Pro-active attitude and the ability to initiate actions

• Focus on targets achievement

• Good analytical skills, and critical thinking

• Flexibility to switch priorities and requirements

• Previous experience in customer service or shared service environment preferred

• The ability to work in an international environment

• Excellent verbal and written communication skills

• Fluency in English, other languages are a plus

• Advanced knowledge of MS Office (Excel, Word, Power Point)

We offer:

• Travel fund: up to 12 000 CZK per year to spend on airplane tickets for you and your family

• Leisure time: up to 6 000 CZK per year to spend on sport activities/relaxing time/language courses

• Meal tickets in the value of 160 CZK per working day

• Discounted air tickets with Air France

• 5 extra free days off – together 25 days

• Private medical support ulekare.cz for you and your relatives

• Full training program

• Modern offices in the centre of Prague

• Home office possibility

• Possibility to work from abroad (up to 30 days per year)

If you are interested in this opportunity, we look forward to receiving your CV and Cover Letter.