Customer Support & Experience Manager will oversee the user operations of OLX Motors Business in Romania. The ideal candidate must be competent and able to plan many different kinds of operational activities.
He / She must be an excellent leader with great passion for Customer Service and high ability to design the most efficient ways for every process.
The position will report to Head of Operations.
Strategically lead and develop the CS team (Customer Support, Moderation, Fraud) to enhance performance by setting clear accountable performance measures
Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
Oversee customer support processes and organize them to enhance customer satisfaction
Take responsibility and initiative in smooth running of all business operations (Customer Support, Content Moderation and Fraud) for Autovit.ro platform.
Evaluate overall performance by gathering, analysing and interpreting data and metrics as well as regularly evaluate the efficiency of business procedures according to organisational objectives and apply improvements
Act as the Voice of the Customer across the Motors organisation with high focus on safety in every transaction
Work towards content improvement and website quality improvement by establishing effective and practical content moderation rules.
Liaise with the product team to regularly enhance the product based on customer feedback as well as internal UX testing.
Provide outstanding leadership to team members, including opportunities for coaching and development, to maximize work output and work quality
Work effectively with all peers and the board / stakeholders Product, Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
Continually develop improvements and embed successful change projects.
Use Customer Insight and Root Cause Analytics to identify and apply company-wide improvements
Skills and Qualifications
3+ Years relevant CS Management
Sales background would be a plus
Outstanding Written and Verbal Communication,
Genuine interest in Customer Experience
Entrepreneurial mindset, seeing opportunities for improvement and automation
Focused on People Management and Growth
Ability to develop network across organisation, influence and motivate people across silos.
English is a must