Supervisor Customer Care

Náplň práce, právomoci a zodpovednosti:

• Manage workflow of department with a focus on driving increased levels of customer satisfaction and service levels
• Manage ongoing training, quality & new hire recruitment for Customer Care team
• Identify & apply career advancement opportunities for the team
• Supervises Direct Reports on building strong customer relationships and delivering customer-centric solutions
• Achieves KPIs by proactively addressing customer issues/gaining VOC
• Deploys 80-20 principles for overserving our strategic customers by appropriately automating/segment/prioritizing work for our Strategic Customers
  
• Deploys innovative ideas that will drive a higher level of customer experience
• Escalation point for direct reports, customers & external departments, assisting team in resolving customer issues & disputes, continuing to escalate as appropriate
• Proactively identifies potential issues and effectively involves others to drive resolution; handles routine escalations
• Excellent track recorded of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Drives continuous improvement initiatives within department

Zamestnanecké výhody, benefity:

• working in a global company ​
• development opportunities
• flexible working time, partially working from home
• pension savings program
• allowance scheme including Loyalty bonus, Jubilee bonus, Donating blood bonus and others

Požiadavky na zamestnanca:

• Technical interest
• Experience leading or managing a team
• Great listener and strong communicator
• Good PC knowledge
• Knowledge of project coordination is an advantage
• English language skills, in written and spoken
• Team-oriented cooperation with colleagues and customers
• Safe and friendly communication with customers on the phone