Job Detail

On the ball?

To support our Commercial Division, FIFA is looking to recruit a motivated and service-oriented person on a fixed-term contract (until end of September 2023) as a Customer Care Manager

Your duties

• Planning and implementing effective customer care and call centre processes


• Managing outsourced customer care and call centre providers for the implementation and effective delivery of services


• Performing customer care (back office and onsite) whenever required


• Implementing effective communication and escalation processes


• Implementing quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible


• Implementing effective automated and manual case management using CRM system


• Actively searching and implementing solutions to pro-actively increase productivity of customer care and call centre agents, and maximizing customer information and satisfaction


• Pro-actively identifying and reporting on patterns and risks, and implementing processes to mitigate them


• Liaising with internal and external stakeholders to ensure the relevant customer care records are accessible for legal and financial purposes


• Training and managing a small team of Customer Care Coordinators


• Analysing and reporting regularly on KPIs and the effectiveness of customer care and call centre services, using CRM and other systems


• Reporting on the implementation of sales strategy and ticketing requirements


• Ensuring an efficient administration and archive of all versions of customer care and call centre knowledge base, in all languages


• Ensuring adherence to specific operational deadlines and compliance with ticketing policies, regulations and GDPR

Our requirements

• Bachelor degree in relevant field


• 1-3 years of experience in ticketing projects for major sport events


• Event/Project Management experience


• Experience using CRM for case management and KPI reporting


• Experience managing teams


• Fluent English, native level in at least one of the following: French, Spanish, German or Arabic


• Excellent communication skills, courteous manner, organised and efficient


• Ability to work well under pressure and as part of a team


• Flexible regarding working hours, ability to prioritize tasks


• Willingness to travel and participate in onsite ticketing operations, when and where required

You can expect a highly motivated and helpful team working in a dynamic multicultural environment. If you have the necessary qualifications and are keen to work for an international organisation, please click “apply here” and submit your application in English (motivation letter, CV, diplomas and reference letters).
 

Fédération Internationale de Football Association, FIFA-Strasse 20, 8044 Zurich

Only direct applications via our applicant tracking system will be considered (no agencies or applications via email/post please).