thefork

Head of Customer Care - English Fluent (BB-4B913)

Encontrado en: Neuvoo ES

Descripción:

What you will do

:
  • Build an engaged and performant Customer Support team to support the growth of your geographical area
  • Ensure highest level of Customer Satisfaction and Customer Engagement
  • Prepare and galvanize monthly team meetings
  • Prepare, collect and galvanize monthly area meetings (presentations to country directors, sales managers, marketing managers)
  • Liaise with local & central team for daily operations: CRM, local planning, marketing, legal & partnerships
  • Liaise with other departments (Sales, Cash collection, etc…) to improve collaboration & processes
  • Responsible for the team service level and quality
  • Communicate process & global initiatives
  • Escalate user insights, feedbacks on new features, suggestions to the Optimization team
  • Monitor Cuctomer Care kPI's at agent level, country level and company level for monthly reporting
  • Define planning based on forecasts, service needs & HR limitations
  • Ensure that Support projects (Internal support, optimization projects...) are aligned with business needs
  • Liaise with countries leadership to agree on service level, provide feedback, and meet other local needs
  • Ensure extensive reporting of results and communicate insights to support decision making
  • Who you are:

  • 4-5 years experience in team & project management in an international customer care environment
  • Fluent in English (spoken & written) 
  • Analytical & strategic thinking
  • Ability to work well with a variety of people in a variety of roles
  • Detail oriented
  • Ability to plan, organize, and coordinate
  • Experience as a great problem solver who can effectively drive for results
  • Proven experience as a trusted team player
  • Knowledge of the Pack office (mostly excel & power point)
  • Previous experience with Salesforce is a plus
  • What we offer:

  • Permanent contract
  • Competitive fixed salary
  • Ticket Restaurant
  • International working environment
  • Compensation for practicing sports in any gym in Barcelona
  • Interesting discount in private health insurance;
  • Dining and leisure area + terrace;
  • Coffee point on each floor with coffee and tea for free
  • Well-being activities and benefits (massages, fresh fruit, free snacks, team building events, etc.)
  • The position is located in Barcelona, with occasional trips to other offices worldwide
  • #LI-SA1

    calendar_todayhace 3 días

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    location_onBarcelona, España

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