Работа в Москве, вакансия - Senior Manager (Customer Service) • Москва - id452 (вакансия в архиве)

Purpose & Overall Relevance for the Organization:

• Ensure best-in-class, customer needs and expectation based service is provided to deliver the highest level of customer service possible.

• Build and facilitate customer service excellence to ensure a high level of customer loyalty.

Key Responsibilities:

• Ensure all Customer Service activities support and strengthen the strategic objectives of the overall organization.

• Provide leadership and challenge team to achieve Account Service excellence.

• Develop and implement Customer Service policies and procedures.

• Manage the daily operations of customer service to ensure proper functioning of the Customer Service department.

• Monitor accuracy of reporting and data base information.

• Monitor and maintain customer complaint resolution.

• Liaise with management and stakeholders to support and implement growth strategies.

• Coordinate and manage Customer Service projects and initiatives.

• Oversee the achievement and maintenance of agreed Customer Service levels and standards.

• Ensure all (seasonal) timelines can be met.

• Maintain product or service knowledge.

• Ensure that direct report positions are taken by the most suitable persons.

• Assess and evaluate the team constantly and provide feedback.

• Develop functional and social competencies in all direct reports, on a personal and professional level.

Knowledge, Skills and Abilities:

• Advanced Microsoft-Office skills.

• Fluent in English would be an advantage.

• Excellent communications skills.

• Customer service focus .

• High stress resistance and flexibility.

• Excellent planning and organizing skills.

• Problem analysis and problem-solving ability.

• Fluent English - must

Requisite Education and Experience / Minimum Qualifications:

• Commercial education in the administration field or a bachelor degree in marketing or sales.

• Minimum 4 years of experience in Customer Service within big company

• Minimum 2 years of supervisory experience.

• In-depth knowledge of Customer Service principles and practices.