Customer Services Manager
Poznan Customer Services Manager
Poznan
NR REF.: 1129392
As a Customer Service Manager you will be responsible for managing multicultural team that supports clients from North & South America in 3-4 languages. Your team will consist of two Supervisors (your direct reports), 3 Team Leads and 50 CS Representatives (indirect reports).
Key responsibilities:
Qualifications:
What we can offer you!
Poznan
NR REF.: 1129392
As a Customer Service Manager you will be responsible for managing multicultural team that supports clients from North & South America in 3-4 languages. Your team will consist of two Supervisors (your direct reports), 3 Team Leads and 50 CS Representatives (indirect reports).
Key responsibilities:
- Execute action plans that will support or enable the team to perform their job.
- Collaborate with internal partners to find solutions to complex or escalated consumer situations.
- Develop and track key performance indicators to drive results (Consumer Satisfaction, 24 Hour Response Rate, Abandon Rate, Average Speed to Answer, Survey Results).
- Provide guidance, one-on-one coaching and feedback to Supervisor and Team Leads.
- Responsible for hiring new employees, including interviewing, to maintain assigned level of headcount and quality of service.
- Engage with consumers, when necessary, in a way that exemplifies the values of the company.
- Responsible for onboarding new teams, supporting new brands. This includes i.a. communication channels & CRM/SAP setup, products and systems training for new hires, and close cooperation with various teams like IT, Brand Marketing, Supply Chain, Quality, Safety.
- Work closely with Senior Manager on Consumer Services strategy and projects
Qualifications:
- University degree
- 2-4 years of experience in leading a team in a service industry, ideally in an international environment
- Fluent English
- Good command of MS Excel, Word and Outlook
- Communicative Spanish would be an advantage
- Strong leadership, organizational and project management skills
- Knowledge of SAP/CRM
- Knowledge of Avaya phone and SalesForce CRM systems would be a plus
- Experience implementing CRM, Consumer Engagement Center or Call Center
- Excellent communication skills (including phone etiquette)
- Detail-oriented
What we can offer you!
- Employment contract & private health care
- Friendly atmosphere & International team
- Working with some of the best known brands in the world
- Working hours - Monday to Friday 14.00-22.00
- Modern, air-conditioned office in the city center, next to Stary Browar
- Well-equipped kitchen with tasty coffee and tea or – if you like – you can eat lunch in nearby cafes
- Development – you will learn how to use global systems like SalesForce and SAP
- English and/or Polish lessons organized in the office
- Company library – access to books, which allow you to broaden your professional knowledge, but not only
- After work you may choose to use vouchers to cinema
Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.
