Customer Care Manager - Galati

Description de l'offre

department

Relatii cu clientii

Orange

Services is looking for a Customer Care Manager based in Galati city who will

have the main mission to manage and organize teams which solve customer  requests  of commercial or technical nature, received by

call or email for convergent services.Another important aspect of the role is

to collaborate with other internal or external departments to ensure

implementation of the Customer Relationship Strategy.

Here are, in a nutshell, the most important

activities requested from this role:

Operational

- Coordinates

1st Line, 2nd Line and emails teams and ensures that all policies and

procedures relevant to the activity are respected and aligned to the quality

standards specific to the activity

- Evaluates

operational processes and proposes improvement measures

- Implements

new processes to improve quality and collects data from customer satisfaction

surveys

- Participates

in cross-projects that involve the work of the department, estimate the impact

within the team

- Evaluates

team activities with qualitative and quantitative performance indicators to

help improve customer satisfaction

- Foster

communication with internal and external departments

- Perform

periodic performance reports at team or individual level

Managing and developing team

- Sets SMART

KPI's and cascades them to team members

- Provides

coaching and individual support to subordinates for development

- Sets action

plans to achieve objectives and monitors the results - part of the continuous

improvement plan

- Manages the

administrative tasks for the subordinated team (completing, approving and

sending in due time to the HR department of the activity reports)

- Participates

 in the process of testing and recruiting

new team members

- Set SMART

objectives and regularly check the results, including the corresponding indicators

- Motivates

team members by giving feedback, coaching, delegating tasks or empowering

The ideal candidate should demonstrate

strongly the following skills: 

-Customer

focus

-Communication

skills

-Teamwork

-Strategic

Vision

-Organizational

awareness

In terms of Experience and Education we are

requesting:

-University

studies, preferably in the following fields: Business Administration, Finance,

Engineering/Telecommunication

- People management

or Project Management experience for at least 2 years, preferably in the

Customer Service area

-Fluent in

English

- Advanced

knowledge of MS Office Excel

Other Info:

Department: Customer Service

Hiring Manager

·  Raluca Nita, Radu Chiribau, Razvan Craia, Horia Stefanescu

Recruiter - Lacramioara Chirila

Thank you for applying!

contract

Regular