Start ASAP
       Full-time / Freelance (mandatory contract)

Fixed monthly salary:

       1 200 - 1 400 EUR for employee contract

       1 400 - 1 600 EUR for freelance (mandatory) contract

Working remotely (home office)


RESPONSIBILITIES:

  • provides leadership and direction to the entire customer support department and oversees the day-to-day operation of customer service;
  • tracks performance metrics and KPIs for customer service representatives;
  • keep your workflow organized by priority and optimize it based on data collected, team behaviour, or trends;
  • monitoring of resources and utilizing assets to achieve qualitative (e.g. implementation of "tone of voice" and education of the team to improve the quality of response to achieve high CSAT) and quantitative targets (as FRT, FCR, all activities done in time, effective planning);
  • handle tough or complex customer issues by analyzing said problems to come up with solutions effective in addressing customer complaints;
  • collection of customer feedback with an intention to improve internal and external processes.
  • give advice, inform customers of deals and promotions;
  • hire and train new customer service agents and nurture an environment where they can excel.
  • works as a customer care agent too for the local market: Resolve customer queries and complaints via phone, email, mail or social media;
  • assist customers and oversees the issuance of customer refunds, refunds and exchanges
  • handles changes in policies, renewals and updates CC guidelines.

REQUIREMENTS:

  • 2+Y experience in customer care as customer representative or customer care team leader;
  • experience in managing operational customer service teams is a plus; 
  • advanced user of Google Gsuite, MS Office (MS Excel in particular);
  • familiar with CRM systems and practices;
  • fluent in English, Intermediate (B1); 
  • experience in e-commerce and in a fast-paced environment is a plus; 
  • leadership skills, ability to manage and motivate staff, challenges and oversee employees;
  • creative thinking, to be able to come up with new ideas to improve customer service standards;
  • strong analytical, negotiation and problem-solving skills.
  • confidence, patience, politeness and empathy, when dealing with difficult situations;
  • strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant market;
  • customer orientation and ability to adapt/respond to different types of characters;
  • excellent interpersonal, presentation and communication skills - both written and verbal;
  • strong phone contact handling skills and active listening;
  • excellent time management skills and prioritise work.