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The Customer Care Manager will lead a multilingual team responsible for assisting World Wide BitDefender customers in all their requests from billing and purchase information to product and service information and to malware removal instructions. The Customer Care Manager will plan and develop strategies in accordance with corporate goals for customer care function and analyzes programs to ensure that goals are achieved.
This position is based at the company's Romanian headquarters in Bucharest and reports to the Customer Care Director.
- Plan, develop, and administer customer care programs in adherence with company’s objectives;
- Monitor customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions;
- Establish and recommend changes to policies, which affect other organizations.
- Prepare and control operating budget for customer care function and controls cost to help attain profit objectives and participate in the preparation of call center budget;
- Ensure competence and continuity of qualified customer care supervisors and customer care staff through optimum selection, appraisal, motivation techniques and training and development;
- Prepare, analyze and manage operation through statistical analysis of activity;
- Provide guidance to subordinates to achieve goals in accordance with established policies, including task assignment, performance measurement and reporting.
- Manage customer care based training and standards certification;
- Manage and coordinate the implementation of new products and technologies;
- Must have punctual, regular and consistent attendance;
- Perform other related duties as assigned
The right manager will enjoy the challenge of a fast-paced, hard-working environment with room for growth and development. Essential skills include:
- A team player with a positive can-do attitude;
- Minimum 3-5 years exceptional performance as a Customer Service, Call Center Manager, or a comparable management position;
- Excellent English verbal and written communication skills;
- Bachelor’s degree in business or closely related and relevant field;
BitDefender is a leading global provider of security solutions that satisfy the protection requirements of today\'s computing environment. The company offers one of the industry\'s fastest and most effective lines of security software, setting new standards for threat prevention, timely detection and mitigation.
BitDefender delivers products and services to over 41 million home and corporate users in more than 180 countries. BitDefender has offices in the United States, the United Kingdom, Germany, Spain and Romania.