Customer Care Manager - Galati


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!

 

 

 

 

 

 

 

Nedeterminat

Număr Post: KIAN817139

Localitate: Galati

Dată limită: 16/11/2018