Customer Care Manager - Galati
Orange
Galați , Romania
4 zile în urmă

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 :

  • 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

  • Participates
  • in cross-projects that involve the work of the department, estimate the impact

  • 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

  • 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

  • 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 :

    awareness

    In terms of Experience and Education we are

    requesting :
  • University
  • 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

  • Advanced
  • knowledge of MS Office Excel

    Other Info :

    Department : Customer Service

    Hiring Manager

  • Raluca Nita, Radu Chiribau, Razvan Craia, Horia Stefanescu
  • Recruiter - Lacramioara Chirila

    Regular

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