Call Center Coordinator
eMAG
Bucuresti, Romania
1 zi în urmă

Call Center Coordinator

Responsibilities

  • Lead by example with the ability to create and maintain good working relationships with customers, team members and other departments;
  • Manage the full cycle Order Process through the customer support team;
  • Recognize daily operational needs and ensure Team Members are working to meet the customer needs;
  • Troubleshoot with customers and handle escalated complaints;
  • Monitoring, track and communicate achievement against SLAs and KPIs;
  • Understand the current and future capabilities of the team, ensuring the team have the skills and knowledge to carry out their role effectively, identifying any gaps and training needs and implementing the necessary training to address;
  • Be accessible to provide assistance and support and foster team work;
  • Demonstrate a positive attitude and create motivation;
  • Improve communication with other departments;
  • Ensure a consistent approach is maintained across the team by providing coaching on a group and one to one basis;
  • Carrying out call quality monitoring and ensuring delivery exceeds expectations;
  • Regularly meet with team members via team meetings to ensure that they are focused on delivering business objectives;
  • Provide assistance and support to Team Leaders, Customer Support Team Manager.
  • Requirements

  • Thorough understanding of company and department policies and procedures;
  • Proven understanding of customer satisfaction;
  • Leadership and decision making skills;
  • Adaptable and supportive of change;
  • Excellent written and verbal communication skills;
  • Coaching skills necessary to motivate and develop team members;
  • Strong problem solving and organizational skills;
  • Commitment to continue learning;
  • Demonstrate integrity;
  • Entrepreneurial skills
  • Benefits

    La eMAG, avansam rapid si ne place ceea ce facem. Daca esti pasionat de job-ul tau, fie ca oferi consultanta unui client sau scrii o linie de cod, si tintesti sus, atunci locul tau este in echipa noastra.

    Stim ca beneficiile sunt importante, de aceea iti oferim o gama variata :

  • Un buget lunar pe care il poti folosi pentru beneficii flexibile - tichete de masa, pachete turistice, cursuri de dezvoltare profesionala, pensie privata;
  • Discount de angajat;
  • Pachet salarial competitiv - salariu fix si bonusuri in functie de performanta;
  • Abonament medical;
  • Acces la biblioteca Bookster;
  • Fructe proaspete la birou, sucuri, apa si cafea;
  • Oferte negociate pentru tine (telecom, banking, food, sport si altele);
  • Acces la un mediu de lucru prietenos si profesionist unde vei invata in fiecare zi si iti vei dezvolta cariera.
  • Raportați această lucrare
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Aplică
    Email-ul meu
    Făcând clic pe "Continuă", acord nevoo consimțământ de a procesa datele mele și de a-mi trimite alerte prin e-mail, așa cum este detaliat în policyApplicația de confidențialitate a lui neuvoo. Pot să-mi retrag consimțământul sau să mă dezabonez în orice moment.
    Continuă
    Formular