Customer Care Operations Manager

4 tygodni temu


Łódź, Łódź Voivodeship, Polska Bonprix Sp. z o.o. Pełny etat
About Bonprix Sp. z o.o.

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 Description

As 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.
Requirements

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.
What We Offer

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.
Estimated Salary

Roughly €45,000 - €55,000 per year, depending on experience and qualifications.



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