CUSTOMER SUPPORT MANAGER

university degree (BS),
-very good written and spoken English
-good training and coaching skills
-at least 1 year of experience in customer service department
-Capable to organize, manage and coordinate work in team
-Action oriented, initiative
-Critical thinking, analytical and judgmental skills
-Ambitious
-Responsibility for the tasks, self-confidence and independence
-Readiness and desire to go on business trips

We offer:

- A challenging work in an international company.
- Possibilities for personal growth and development.
- Possibilities for traveling.
- Motivating salary system


 Implementation of standard processes which will be defined by CST team (and defining in case of local specifics), measuring of results, analyzing and improving stages of the processes and controlling if everything is executed as agreed
 Overview Customer Service department and take care about the communication flow with the CC and Warehouse
 Creating offers for cross-sells
 Help with the implementation of backend activities together with the Backend department
 Control Studio Moderna database usage and quality entrance and maintenance
 Track communication flow with the customer (including Undelivered Customer orders management tracking)
 Writing script and objection handling for demand presales and returns
 Gathering feedback from the customer about product specifics, returns and refusals; inserting them in Central information database, which will have to be created
 Forecasting (together with Sales Channels Managers), control of Staffing and Scheduling
 Control Quality (mistakes, insertion, SQC etc.)
 Fill in information database for all countries
 Train agents about selling, objection handling, communicating and launching new products,
 Manage staff feedback and distribute it to other departments
 Daily, Monthly, Weekly and periodically tracking of financial and non-financial KPI’s

Studio Moderna is the leading direct marketing company in Central and Eastern Europe. Established in 1992, Studio Moderna developed into a pan-regional organization with a unique infrastructure of in-house media-buying, call center, logistics, fulfillment and warehouse capabilities on the ground in each of its 19 Central and Eastern European Markets. With more than 75 hours of daily air-time on major TV stations in the region, Studio Moderna reaches more than 320 million people in its markets. Studio Moderna’s 600+ well-trained and experienced call center representatives are fluent in 19 languages and handle over 5 million calls per year. www.studio-moderna.com