Rodzaj pracy: Pełny etat
Rodzaj umowy: Na czas nieokreślony
Ilość wakatów: 1
Minimalne doświadczenie: Od 5 do 10 lat
Wykształcenie: Wyższe licencjackie
Branża: Praca IT - Project Management
Job specification:
- Continuously improve customer service experience
- Help to build and maintain good customer relations
- Manage distributed Technical and Integration Support (2st Line Support) team of 5-10 people delivering services in EMEA region
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Set and/or develop customer service procedures, policies and standards for your organisation or department
- Set and manage Customer Support service levels and satisfaction goals
- Set KPIs, analyse statistics and compile accurate reports to provide objective view on teams and individual agents performance and quality of delivered services
- Handle escalations, exceptional cases and complaints
- Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service agents
- Ensure that the team is using proper tools in a proper way to deliver services, incl. managing business relations with vendors of these tools
- Establish and manage interdependencies w/ other departments
- Define and justifying improvement opportunities, execute them in a form of projects
- Maintain an orderly workflow according to priorities
- Engage with software developers community, manage relations with software developers/system integrators
- Perform periodical appraisals
- Be involved in hiring process
Requirements:
- Very good command of Polish and English
- Excellent interpersonal and communication skills
- 7+ years’ proven experience in technical support (especially in industries, like: e-commerce, banking, insurance, telco)
- 5+ years’ proven experience on a managerial position (experience in managing teams of 5+)
- Experience in managing developers relations and developers experience is a plus
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Project management experience
- Process improvements/optimization experience
- A passion for service improvement
- Very good understanding of software development and operations concepts; software development background is a plus
- Very good understanding of service-oriented architectures and distributed systems
- Proficiency with Microsoft Office Suite
We offer:
- Challenging work in a dynamic international environment and great potential for development
- Cooperation and possibility to exchange knowledge with a team of professionals
- Full-time employment under a contract of employment
- Benefits: ability to develop one’s own package
- Series of training
- Work in an international environment where you work with foreign languages on an everyday basis
- Friendly work atmosphere in a young cooperation-driven team
In accordance with the Act of August 29, 1997 on the protection of personal data, Cyclad Sp. z o.o., headquartered in Warsaw, is the data controller. Data are processed for the recruitment purposes, and potential employers or Cyclad companies from outside the European Economic Area may have insight into the data. Each candidate has access and possibility to edit his data. Providing data is optional but necessary to take part in the recruitment.
Please enclose the following statement in your application:
„I hereby authorize Cyclad Sp. z o.o., headquartered in Warsaw, to process my personal data for the purposes of this and the future recruitment processes and I agree to be contacted through telecommunications terminal equipment in order to receive job offers corresponding to my qualifications.”
