Customer Care Operations Manager
4 tygodni temu
We are transforming for international customer excellence in a digital world at Bonprix Sp. z o.o. Join us to support people in their ability to work, willingness and satisfaction as a key member of our Customer Care Management (CCM) team.
Job DescriptionAs a Team Leader / Supervisor (Lider Zespołu Operacyjnego), you will be responsible for breaking down CCM strategies on change, processes and organization in a way that each customer agent in your team understands how they contribute to the department's and overall CCM success.
You will have a good overview of capacities (including planned/unplanned absences) and activities in the team and the department, making you a competent sparring partner for functional questions.
- Manage the team to achieve performance and quality targets.
- Help your team to improve their processual/functional skills.
- Shape the future international Customer Care matrix structure and make it successful by meeting team-specific targets, such as performance KPI, quality and customer satisfaction.
- Work in an international setting with colleagues from France, Germany, Italy and Poland, with a focus on local Polish Operations team responsibilities.
To succeed in this role, you will need:
- A study or apprenticeship with a commercial focus.
- Experience in end-to-end customer care processes and related KPIs, having worked as a leader for an operational team.
- Minimum B2-level English proficiency as well as B2-level Polish.
- Very good customer experience skills, with the ability to improve it by impact assessment and analysing measured quality results.
- Experience working in an intercultural team setup.
- The ability to thrive in a high-paced, sometimes stressful, and changing environment.
- Enthusiasm and the ability to deal with conflicts in a positive and constructive way.
We offer:
- Stable employment under an employment contract.
- Co-financing for meals at the office.
- Private medical care package.
- Sports card at an attractive price.
- Life insurance on preferential conditions.
- Seniority awards.
Roughly €45,000 - €55,000 per year, depending on experience and qualifications.
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