Customer Service Quality Supervisor
WarszawaCustomer Service Quality Supervisor
Warszawa
NR REF.: 1156237
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 Supervisor 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.: 1156237
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 Supervisor and you will be responsible for:
- Monitoring, quality assuring and reporting results of the group of agents
- Controlling quantitative and qualitative work parameters and evaluating individual employees
- Creating and implementing procedures, processes
- Creating and developing education content for customer service agents in various formats such as articles, videos, slides etc.
- Coordinating with internal and external stakeholders in producing learning materials
- Ensuring all materials are published in a timely manner and understood properly
- Conducting learning sessions for customer service agents
- Monitoring a system used to keep track of issues / dispute cases and how to solve them for future reference
- Proposing and implementing solutions that improve the efficiency and quality of customer service
- Supporting in conducting training to the agents
You are a perfect candidate if you have:
- Minimum Bachelor degree in any related field from a recognised university
- Minimum 4 years of working experience
- Experience in supervising performance of others
- Effective stress, time and work management
- Strong analytical, presentation and communication skills
- Proficient in English and Polish; able to develop materials and communicate well in English
- Prior experience in knowledge management and customer service is a must
- Positive, active and can-do attitude
- Prior experience in e-commerce is an advantage
What can we offer?
- Multinational environment
- Great development opportunities
- Having impact on establishing new business
- Flexible working hours
- Start-up culture
- Benefits and performance bonus
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.
Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.
