Customer Service Manager for OLX
OLX Group
Bucharest
4 zile în urmă

Customer Service Manager

Summary : as a Customer Service Manager at OLX.ro you will manage a team of +12 people in customer care. Your mission is to ensure that our organization delivers amazingly helpful experiences to our customers, while improving efficiency of operations.

As a Customer Service Manager you will be responsible to keep the team inspired and give them continuous clarity on their goals and contribution to the overall experience of our customers, optimise current operating model, implement strategic changes that will lead to happier customers and colleagues and will contribute to our strategic vision to be a customer centric organization.

Responsibilities :

  • Manage our team of supervisors, customer care agents
  • Hire, training & development, coach and engage the team
  • Manage the performance and KPIs of our contact center, including self help activities
  • Ensure customer service excellence by pushing for great customer satisfaction and consistent experiences across all channels
  • Execute thoroughly, with an obsession for things done well and consistently
  • Adapt to the ever changing situations, challenge all that might come against our customer promise
  • Build empathy within the company and be an advocate for our customers problems
  • Proactively seek for ways to bring new perspectives in the way we operate
  • Manage relationship with our customer success central teams
  • Work closely with colleagues in other functional areas (sales, fraud and moderation, product, BI, marketing) on initiatives that enhance our customers’ experiences
  • Requirements :

  • Proven experience in customer service, with a good understanding of the specific dynamics within a customer facing team
  • Great people manager, with capacity to coach and grow people, that will create high engagement within the team, even when things are tough
  • Passion for customers and service excellence
  • Great communicator, who can represent voice of customer within the organization and creates engagement around solving customer problems
  • Analytical, problem solving oriented, able to deep dive in customers’ problems and identify root causes, come up with solutions that are super relevant for the customer and lead to advocacy-based relationships
  • Strategic thinker, with a vision on the role customer care plays in the success of our business
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