Customer Care Manager - Galati
CDI Vendôme (Loir-et-Cher) Administration
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