Customer Service Manager

Arsis Global is a CEE based talent matchmaker for business professionals and leading businesses to drive breakthrough performance and provide efficient solutions for future challenges. Our goal is to connect talent like you with premier companies across a wide variety of industries and regions to push boundaries and achieve the extraordinary.

We are looking for a hands-on, people-oriented leader who can bring structure and accountability to a sales team's daily operations while keeping sight of results. This is a role for someone who has walked in the team's shoes — with real experience as a telephone sales agent or customer service consultant — and who now wants to lead, coach, and drive performance from the front.

You'll be the person who prevents chaos before it starts: clear schedules, clear priorities, clear ownership. At the same time, you'll be close enough to your people to coach them, develop them, and hold the line on standards — without micromanaging.

CUSTOMER SERVICE MANAGER

Location: Sofia, Bulgaria

Industry: Financial Services

 

THE JOB

Team & People Management:

• Lead, support, and mentor team members in achieving their daily tasks and goals
• Build, motivate, and effectively manage the team
• Delegate tasks, enforce work standards, and develop employees through coaching and regular feedback
• Oversee the organization of the team's daily work — ensuring time discipline (breaks, focus on tasks) and a clear division of responsibilities
• Actively participate in team recruitment processes

Results, Quality & Processes

• Monitor and apply a range of methods and practices to achieve sales targets and KPIs
• Analyze sales results, identify areas for improvement, and implement actions to increase team efficiency
• Conduct quality monitoring of sales calls and provide conclusions in the form of specific, actionable feedback
• Initiate and implement improvements to sales processes and resolve ongoing operational challenges

Strategy & Department Management

• Actively participate in developing the department's strategy and oversee its implementation
• Own execution of the department's budget and optimize costs
• Oversee document flow and internal information flow
• Work with operational and sales reports as the basis for decision-making

Communication

• Maintain close cooperation and regular communication with senior management 
• Provide two-way feedback between the team and management

 

THE PERSON

• Minimum 5 years of experience managing a customer service/sales team
• Personal experience as an agent (telephone salesperson or telephone customer service consultant) — a real foundation for sharing practical knowledge with the team
• Demonstrated experience organizing teamwork, working with reports, participating in recruitment, and conducting quality monitoring of sales calls
• Ability to analyze sales data and translate findings into real improvements in results
• Strong knowledge of structuring business operations, financial analysis, and management
• Strong results orientation combined with a genuine people (team) orientation
• Ability to motivate, develop, and support employees through coaching and regular feedback
• Confidence to take responsibility in situations requiring decisive action — particularly personnel decisions
• English as working language, Bulgarian native 
• Advanced skills with MS Office / excel

 

If you are looking for a new challenge or a position with freedom to apply your knowledge and skills, please register with your CV, preferably in English.

When submitting your CV and cover letter in English, you must explicitly acknowledge that:
- you have voluntarily provided your personal data for processing by Arsis Global Ltd –
- you agree the provided personal data to be processed for recruitment purposes within the entities of Arsis Global
- you are informed of the circumstances and terms envisaged under the Personal Data Protection Act/GDPR, the provided personal data is correct and up-to-date