Customer Service Quality Assurance and Knowledge Management Lead
WarszawaCustomer Service Quality Assurance and Knowledge Management Lead
Warszawa
NR REF.: 1154045
We are helping our client, one of the biggest e-commerce companies, to establish a new office in Warsaw. The company is successfully and rapidly expanding worldwide and sees a great potential on Polish market, as a start of further development in Europe.
The Operation teams covers the operational end-to-end process, from when the buyer searches for a product listed on the platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.
You will join the company as a Customer Service Quality Assurance and Knowledge Management Lead and you will be responsible for:
You are a perfect candidate if you have:
What can we offer?
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
Warszawa
NR REF.: 1154045
We are helping our client, one of the biggest e-commerce companies, to establish a new office in Warsaw. The company is successfully and rapidly expanding worldwide and sees a great potential on Polish market, as a start of further development in Europe.
The Operation teams covers the operational end-to-end process, from when the buyer searches for a product listed on the platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.
You will join the company as a Customer Service Quality Assurance and Knowledge Management Lead and you will be responsible for:
- Lead a team to develop education content for customer service agents in various formats such as articles, videos, slides etc.
- Coordinate with internal and external stakeholders in producing learning materials
- Ensure all materials are published in a timely manner
- Conduct learning sessions for customer service agents
- Monitor a system used to keep track of issues / dispute cases and how to solve them for future reference
You are a perfect candidate if you have:
- Minimum Bachelor degree in any related field from a recognised university
- Minimum 5 years of working experience
- Team management experience
- Strong presentation and communication skills
- Proficient in English and POLISH; able to develop materials and communicate well in English
- Prior experience in knowledge management is a must
- Prior experience in customer service or e-commerce is an advantage
What can we offer?
- Multinational environment
- Great development opportunities
- Having impact on establishing new business
- Possibility of home office
- Flexible working hours
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
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