Customer Service Operations Supervisor

Location Nyon, Switzerland
Posted 16/11/2018
Closes 11/12/2018
Sector Federations & LOCs
Function Business Development & Sales, Events & Operations
Contract Type Contract
Hours Full Time
Salary Competitive

Job Description

Job information:

Division / Unit: Revenue Operations / Revenue Operations
Contract type: Fixed Term
Start date: 07.01.2019
End date: 31.12.2020
Location: Nyon


The Customer Service Operations Supervisor oversees online customer service operations, supporting all fans who purchase tickets through UEFA's website and ensuring that fans are always kept informed regarding the best ways to get tickets and that customer service agents are on hand to answer questions.


- Setting up and running large-scale business-to-consumer customer service operations;
- Managing one or more external suppliers;
- Supervising an internal team;
- Ensuring the publication of high-quality FAQs;
- Ensuring high-quality, fast and accurate communication with clients;
- Anticipating enquiries from customers;
- Planning efficient deployment of agents;
- Monitoring the efficiency of internal and external agents;
- Managing other projects as required.


Experience required:
- from 4 to 6 years running large-scale customer service operations
- from 4 to 6 years running customer service operations for online sales

- Masters completion of relevant academic studies

- Excellent command of English, ideally to proficiency standard (knowledge of other languages would be an asset)

Additional requirements:
- Budget Management / Advanced
- CRM / Proficient
- Project Management / Proficient
- Excellent writing skills
- Able to understand and anticipate customers' problems


The Union of European Football Associations is the administrative body for association football in Europe.

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