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Full-time regular employment contract / Freelance work contract

Fixed monthly salary of 1300 - 1500€

Kosice (Slovakia), Budapest (Hungary) or fully remote

What will your day look like?

  • Provides leadership and direction to the entire customer care team and oversees day-to-day operations of customer service;

  • Tracks performance metrics and KPIs for customer care representatives;

  • Keeps his/her workflow organized by priority and optimizes it based on collected data, team behaviors or trends;

  • Monitors resources and utilizes assets to achieve qualitative targets (e.g. implementation of "tone of voice" and education of the team to improve the quality of response to achieve high CSAT) as well as quantitative targets (e.g. FRT, FCR, all activities done in time, effective planning);

  • Handles complex customer issues by analyzing said problems to come up with solutions effective in addressing customer complaints;

  • Collects customer feedback with an intention to improve internal and external processes;

  • Provides advice and informs customers about deals and promotions;

  • Hires and trains new customer care agents and nurtures an environment where they can excel;

  • Works as a customer care agent too for the local market by resolving customer queries and complaints via phone, email, mail or social media;

  • Assists customers and oversees the issuance of customer refunds and exchanges;

  • Handles changes in policies, renewals and updates customer care guidelines.

Who are we looking for?

  • Minimum 2 years of experience as a customer care specialist or customer care teamleader;

  • Experience in managing operational customer service teams is a plus; 

  • Advanced user of Google G suite, MS Office (MS Excel in particular);

  • Familiar with CRM systems and practices;

  • Fluent in English (level B2) and native Hungarian (level C2);

  • Experience in e-commerce and fast-paced environment is a plus; 

  • Leadership skills and ability to lead and motivate teammates;

  • Creative thinking skills to be able to come up with new ideas to improve customer service standards;

  • Strong analytical 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 Hungarian 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.