Customer Service Director (m/f)
This is a perfect job offer for a person that would like to prove oneself in a start up environment! The organization has ambitious goal to compete with a Polish market leader. The Group has already been very successful in Asian market and right now they are starting with the operations in Europe.
We are looking for a mature Leader that enjoys interacting with people and desires to be responsible for a meaningful part of company's operations.
Client Details
Our Client is an Asian tech conglomerate that dynamically develops its operations in Europe. They operate in 3 segments: gaming, online payments and e-commerce in which the vacancy of a Customer Service Director is created.
The company has ambitious goals to grow in Europe starting its expansion from Poland. Their operations represent high standards in which they deliver their service and products. That is also reflected in growth opportunities which are offered to their employees.
Description
- Create and manage the overall strategy of Customer Service in accordance to headquarter,
- Motivate, influence and encourage CS staff to maintain a high level of customer happiness as well as integrity, and professionalism in achieving individual and organizational goals,
- Manage, train and coach contact team members and monitor staff's performance according to established monitoring standards,
- Develop, implement and execute long term operational strategies to uphold the high standard and sustainability of CS operations,
- Constantly look into areas of improvements in existing processes / systems based on the feedbacks from the end users, implement changes and monitor the post-impacts,
- Forecast on the headcount requirements and plan ahead in order to keep pace with the growth of the company,
- Optimize contact center operations' costing by exploring various options such as improving agents' productivity, reducing contact volumes etc. while ensuring the service quality is not compromised,
- Ensuring operational KPIs such as service level, abandoned rate, average handling time, customer satisfaction, email / chat response rate and etc are met,
- Notify and escalate issues based on observations on real-time performance dashboard or daily/weekly/monthly reportings.
Profile
- Bachelor's degree, preferably Master's degree or equivalent,
- 10+ years of professional experience, preferably with profound experience in Customer Service, Sales and/or similar,
- Working experience in e-commerce sector will be a meaningful advantage,
- Proven ability to develop strategies, translate them into initiatives and track successful delivery,
- Strong communication, collaboration, facilitation, and influencing skills with the ability to interface across functional areas at all levels,
- Critical thinking, leadership skills and ability to affect change and continuous improvement,
- Able to work and adapt in a fast pace environment,
- Growth mindset,
- MS Office (Word, Excel, Powerpoint) and Google Application Skills,
- Proficiency in spoken and written English is required.
Job Offer
- Multisport
- Private healthcare
- Opportunity to be a part of an exciting journey to run a new business from the scratch
- Informal, start-up company culture
- Competitive compensation and benefits
- Self-development in fast growing e-commerce
- International environment with everyday use of English
Location: Warsaw
Contract type: Na czas nieokreślony
About Michael Page
Michael Page is a leading professional recruitment consultancy specialising in the recruitment of permanent, contract and temporary positions on behalf of the world's top employers.
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