Customer Care Manager

工作内容

let’s talk about youas our next Customer Care Manager

About Cinionic

Cinionic (www.cinionic.com) is transforming cinema, providing comprehensive WOW entertainment solutions to movie exhibitors across the globe. We help turn imagination into reality and ensure peace of mind for our customers by offering innovative services and flexible use of capital for a new era. Combining the technology expertise and heritage of our partners, Cinionic powers exceptional experiences across the entire theater to engage visitors at multiple touchpoints in their cinema journey. With more than 95,000 projectors installed globally, Cinionic is trusted by more than 200 exhibitors to help capture audiences at multiple touchpoints in their cinema journey and keep them coming back for more. Today, more than half of the world’s movie theaters are illuminated by Cinionic.

Cinionic has offices in Belgium, United States, Hong Kong, Australia and Mexico.

What’s the opportunity?

We are looking for someone who wants to excel in an international working environment by coordinating the daily service operation in our remote regions. As part of the Operations team, the Customer Care Managercan take on the following challenges:

• Oversee the responsibility of the daily service operation together with your team, that is located across multiple sites (Russia, India, Brazil, UAE, South-East Asia, Korea & Japan); your team is the primary interface managing the services relationship between the customer and Cinionic
• Provide continuity in service and act as an advocate for Cinionic customers; you are responsible for ensuring client satisfaction, service delivery and contract profitability for the client contracts assigned to your regions
• Improve the support model and process; performing a focused follow-up on major service delivery problems and initiate actions to maintain or improve levels of service, as support of the appointed incident manager
• Measure the fulfillment of contractual obligations by using key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement
• Take responsibility to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders
• Negotiate with stakeholders at senior levels, ensuring that organizational policy and strategies are adhered to

Your Profile

As a fast-paced and dynamic team, we are looking for someone who shares our passion for results and cinema. As Customer Care Manager, no two days will be the same. You are an ideal fit if this is you:

• Customer caring communicator with excellent problem solving skills
• Thrives in a dynamic, fast-paced, and constantly changing environment
• Self-motivated, self-governing, organized, and with strong attention to detail
• Consensus builder across the organization and its stakeholders to maintain alignment on specific projects
• Flexible in working in an international environment: English is a must and you travel regularly to Russia, Brazil, India,...

Your experience

If you’ve got these in your background, we should talk.

• You demonstrate minimum 5 years experience in a customer facing service role in a complex international environment
• You have an analytical mindset and you show affinity with the technical aspect of our business
• You know how to manage an international team and can change mindsets from ‘technology first’ to ‘customer first’

Ready for this challenge?

Job Type: Contract

Schedule:

• Day shift
• Monday to Friday

Work Remotely:

• Yes