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Customer Care Manager - Service Center


  • Az álláshirdetés 7 napja lett frissítve

Customer Care Team founded in 2012. Team of  28 people being responsible for EMEIA incoming customer calls and written customer requests.

DUTIES AND RESPONSIBILITIES

Team Management

  • Leadership development
  • Manage team performance and monitor key performance indicators of team leads against their goals and objectives
  • Working together with Team Leads, Trainers, Process Specialists/Process Mentors, system experts and the Operational Effectiveness Team (Quality and Workforce Team) to improve the group's performance as well as individual

Performance Management

  • Management of workload/workload peaks in cooperation with the Workforce Coordinator and Workforce Manager
  • Involvement in hiring (coordination of the selection process, involvement in interviewing, proposal on hiring new colleagues)

Workflows

  • Establishing and developing own work processes with manager approval
  • Establishing and developing the workflow for the group with the involvement of experts
  • Initiating, managing and taking part in development projects

Stakeholder Management and Engagement

  • Communication to Stakeholders, Customers, NI sales offices and Regional Operations
  • Building and maintaining strong relationships with our Customers, NI sales offices and Regional Operations.
  • Represent the interests of NI sales Offices and Customers to the Service Center
  • Represent the interests of the Service Center to the NI sales Offices

Reporting

  • Weekly status updates and escalation of issues to the Shared Services Center Manager
  • If necessary, preparing reports, statements

REQUIREMENTS

Minimum

  • University degree level qualification
  • People and functional leadership experience
  • Minimum of 1 year experience within a customer services industry or similar
  • Proven track record of contribution to stakeholder and customer success
  • Exposure to working with diverse or regional teams
  • High level understanding of Customer and Sales Operations processes
  • Business Level English
  • Proficient in Microsoft Office and PC Usage

Preferred

  • Exposure to JIRA and Oracle software

Competencies Required

  • Leading through vision and values
  • Effective Communication
  • Building Trusted Relationships
  • Customer Focus
  • Managing Conflict
  • Coaching and developing others
  • Aligning performance for success
  • Delegating with purpose
  • Sustaining Customer Satisfaction

               Requirement

  • Position is Debrecen based.
Helyek Debrecen
Hajdú-Bihar
Kategória Szervezés / Menedzsment / Cégvezetés
Ügyfélszolgálat / Vevőszolgálat / Szolgáltatás > Ügyfélszolgálat vezető, Ügyfélszolgálati munkatárs
Minimális tapasztalat 1 év
Szükséges iskolai végzettség Főiskolai végzettség
Munkaidő tipusa Teljes munkaidő, Határozatlan idejű
Elvárt nyelvtudás Angol
Aktiválás időpontja 2018.07.23.
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