Publicat 09 Dec 2019 | Reactualizat 06 Ian 2020 | Expiră 09 Ian 2020

Customer Care Manager

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Anunț inactiv

Acest anunț a expirat și nu este disponibil pentru aplicare.

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Candidatul ideal

  • Minimum 3 years relevant work experience in Customer Service
  • Experience in controlling and supervising external service providers beneficial
  • Romanian mother tongue and fluent in English; Bulgarian an advantage, but not mandatory
  • Routine use of modern office and communication media as well as advanced knowledge in using CRM tools
  • Experience in conflict management
  • Practical knowledge of target-oriented communication

Descrierea jobului

  • Daily SLA monitoring and development of measures
  • Structured analyses of contact volume and reason for contact as well as support in the implementation of optimisation measures in cooperation with the Central Customer Service team
  • Responsibility for operational managing of our external service providers/call centers in the daily business (e.g. forecast, capacity planning)
  • Autonomous implementation of quality assurance measures, e.g. the evaluation of customer feedback, silent monitoring, follow-up, quality report
  • Handling 3rd level queries for the Romanian and Bulgarian market including on the subjects of online shopping and keeping pets, and resolving escalation
  • Structured response to customer queries on product/process optimisation
  • Monthly Customer Service reporting to the head office, including qualitative status report
  • Observance of the country-specific process instructions and guidelines for customer processing
  • Preparing and planning the training for service providers in the event of process changes
  • Coordination with internal departments such as Sales, Logistics and Category Management in order to deal with customer complaints and queries, as well as with external logistics service providers if applicable
  • Support in project work

Descrierea companiei

At zooplus, we believe e-commerce to be the sales model of today and for the future. E-commerce has become one of the fastest developing areas of business. Modern logistics centers and the use of big data and personalization mean that online sales can be handled with increasing efficiency. As the category leader – a major European e-store with pet-related products – we want to continue to be at the forefront of e-commerce. While we aim to achieve continuous growth, we remain faithful to the key values of our company– a dynamic and flexible approach, constant learning opportunities and inventive thinking at every level in the organization. The satisfaction of our customers – animal lovers – remains our primary goal and the trust they place in us is the highest honor. Thanks to the passion of our employees, our customers in over 30 European countries can rest assured that their order is in good hands.

Customer Care Manager  -  E-dea Works SRL

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