Customer Service Manager
MARKETING


Location – Prague, Czech Republic
Joining Date – ASAP

If you are a highly enthusiastic customer service professional with focus on solving problems, delighting them with your demeanor/etiquettes and if you are looking for some real opportunity to challenge yourself in a fast paced, high-growth entrepreneurial, global, e-commerce organization, then we would like to hear from you. We are looking for an experience who carry a great attitude and can lead a team from the front.

This challenging yet exciting Customer Service Team Manager opportunity will see the successful candidate take on the following responsibilities (but not limited to):


Responsibilities:

  • Ensure the customer service team meet and exceed customers’ needs.
  • Generate new initiatives and constantly challenge the team to improve customer service.
  • Provide excellent customer support for escalated issues by email and chat, always striving to resolve the issue and not escalate further.
  • Contributing to and ensuring compliance of Team KPI’s.
  • Organise team coverage to ensure all shifts are adequately covered and staff resource is efficient.
  • Carry out a thorough and ongoing call-monitoring program designed to ensure high levels of service are maintained at all times. Provide feedback to the team to keep them engaged and motivated.
  • Respond to clients throughout each shift; ensure our players receive the fastest possible and accurate response (live chat / telephone / e-mail).
  • Prioritize cases according to internal procedures - be aware of competitor’s delivery in these areas for comparison and bench marking.
  • Develop internal systems to provide electronic tools to help improve team performance.
  • Initiate, deliver and maintain the C/S vision and goals that are clearly communicated and agreed with the C/S team and the product owners.
  • Be proactive in anticipating peaks and troughs in work flow, promotions and key events, ensure feedback given to the business owners accordingly for their review.

Day-to-Day Team Management:

  • Manage staff schedule, attendance, punctuality and performance. Influence positivity, attitude and work ethos, to ensure a conducive working team environment for all staff.
  • Creation and management of monthly team quota, ensuring staffing levels are optimally maintained at all times.
  • Assist the with recruitment of new starters (CV vetting, interviewing). Organize and conduct training for new staff.
  • Carry out regular one to ones, mid-year and annual reviews.
  • Processing staff time-sheets and other related administrational duties.
  • Assist management with the collation of data around department activity for daily, weekly and monthly reporting purposes.

Qualifications:

If this is the opportunity you have been looking for, then you will need to have the following skills and experience:

  • At least 3-5 years managerial experience in a fast paced dynamic environment.
  • Experience in coaching, training and motivating a team.
  • Ability to work under pressure.
  • Strong organisational skills.
  • Competent and capable of making operational decisions.
  • Knowledge of standard IT systems, Microsoft Excel, Word and MS access.
  • Ability to lead a team by example demonstrating our clients’ values as a foundation for the working day.
  • Ability to change and adapt working practises to suit the needs of an evolving company.
  • Able to manage performance objectively, consistently and within time scales.
  • A flexible approach to working hours.


Apply here

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