Customer Care Team Manager
Locație Bucuresti - Sediul Central
Departament Customer Care
Cod 1969
Aplicare acum

 

Customer Care Team Manager

The Customer Support Team Manager will play a central role in leading the Customer Support team. This position oversees the professional growth and development of team members, as well as their adherence to department and corporate policies, procedures and schedule.

Responsibilities

• Lead by example with the ability to create and maintain good working relationships with customers, team members and other departments;
• Manage the full cycle Order Process through the customer support team;
• Recognize daily operational needs and ensure Team Members are working to meet the customer needs;
• Troubleshoot with customers and handle escalated complaints;
• Monitoring, track, analyze, report, forecast and communicate achievement against SLAs and KPIs;
• Understand the current and future capabilities of the team, ensuring the team have the skills and knowledge to carry out their role effectively, identifying any gaps and training needs and implementing the necessary training to address;
• Be accessible to provide assistance and support and foster team work;
• Demonstrate a positive attitude and create motivation;
• Improve communication with other departments;
• Ensure a consistent approach is maintained across the team by providing coaching on a group and one to one basis;
• Carrying out call quality monitoring and ensuring delivery exceeds expectations;
• Regularly meet with team members via team meetings to ensure that they are focused on delivering business objectives;
• Provide assistance and support to Team Leaders, Customer Support Experts and Customer Support Team Manager;
• Develop business & processes and provide constant feedback, recommendation and support for Process Analyst.

 

Requirements

• 2+ years of experience in successfully leading and developing a team;
• Highly analytical, experience of implementing and managing KPIs;
• Thorough understanding of company and department policies and procedures;
• Proven understanding of customer satisfaction;
• Leadership and decision making skills;
• Adaptable and supportive of change;
• Excellent written and verbal communication skills;

• Coaching skills necessary to motivate and develop team members;
• Strong problem solving and organizational skills;
• Commitment to continue learning;
• Demonstrate integrity;
• Entrepreneurial skills.​

 

Benefits

Competitive salary;
A flexible budget for meal tickets, internal tourism, retirement plans, foreign languages courses or various other options;
A medical subscription at Medicover or Medlife;
Discounts at various partners: banking, mobile, dental medicine, wellness or coffee houses;
The Bookster library - you choose what you want to read and you’ll receive the books at the office;