Customer Service Manager (gn) - Location: Milano (Italy)

Customer Service Manager (gn) - Location: Milano (Italy)
Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,700 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!
What you can expect
The Customer Service Manager leads our local Customer Service team and plays a key role within our management group. In this role, you will guide a motivated team, enhance service quality, and actively contribute to business‑wide improvement initiatives. You will be responsible for the Customer Service activities and Credit Management.
Main responsibilities are:

• Foster a high‑performance culture centered on collaboration, continuous learning, and customer satisfaction
• Ensure outstanding quality in all customer service activities, securing a seamless and satisfying customer journey
• Handle complex credit situations and interface with critical customers, approving credit assessments from internal partners (Sales)
• Monitor service-level KPIs and performance metrics at both team and individual level, ensuring goals are consistently achieved
• Develop and implement team strategies, identifying opportunities for continuous improvement and efficency
• Collaborate closely with multiple departments as well as with headquarters, on projects impacting customer experience and operational efficiency.
• Participate actively in management discussions and contribute to key business decisions
• Contribute to innovation projects, including the rollout of digital and AI tools
  

What makes you stand out

• Proven experience in managing operational teams within Customer Service and/or Credit Management environments.
• Ability to work effectively in multidisciplinary contexts and engage with various internal and external stakeholders.
• Strong orientation toward continuous improvement, data analysis, and the resolution of complex problems.
• Advanced knowledge of digital tools (ideally MS Dynamics, Genesys, CAM) for operational management and reporting.
• Hands-on attitude with a strong ability to collaborate on projects and maintain relationships with headquarters and other subsidiaries.
• Fluent English (C1 level).
• Bachelor’s degree
  

We are looking forward to your application and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified. This position can be full-time or part-time (min. 30h/week). DKV Mobility is looking for the best talents and knows that these are not always available on a full-time basis. Many of our employees work part-time or in flexible working models. Please talk to us about the flexibility you need during the application process.