Job expirat
• Company: eMAG
• Location: Bucharest, Romania
• Job Status/Type:Full Time
• Job Category: Customer Service
• Industries: Internet
• Career Level: Middle
• Starting date: As soon as possible
The Customer Support Team Leader will play a central role in leading the Customer Support team. This position oversees the professional growth and development of team members, as well as their adherence to department and corporate policies, procedures and schedule.
He/She will ensure all aspects of customer requests handling are managed in a comprehensive, professional and effective manner. Particular emphasis should be placed on providing and maintaining an exemplary level of service, ensuring customer orders are processed through the supply chain as efficiently as possible. This role will suit an energetic and passionate individual, who is not afraid to get stuck in with the team to achieve goals.
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, analyze, report, forecast 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 Experts and Customer Support Team Manager;
• Develop business & processes and provide constant feedback, recommendation and support for Process Analyst.
• 1+ years of experience in successfully leading and developing a team;
• Highly analytical, experience of implementing and managing KPIs;
• 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.
• Competitive salary package;
• Attractive additional benefits policy;
• Integration program in a professional, young & dynamic team;
• Having the opportunity to work with the latest technologies;
• The opportunity to work in a pleasant and friendly team, and also a highly professional environment where you will have the chance to learn on a daily basis, and develop your career.
FF Group Romania este unul dintre jucatorii cei mai importanti din industria locala de fashion retail. Distribuitor si retailer pentru brandurile Nike, Converse, UGG Australia, Juicy Couture, Miss Sixty, Energie, Calvin Klein Jeans, Scotch&Soda, Napapijri, G-Star Raw, Franklin&Marshall. Retailer pentru branduri internationale de fashion renumite.
Compania FF Group Romania a fost infiintata in anul 1999 sub numele de Elmec Romania si este in acest moment cel mai important retailer national de articole sportive si fashion, fiind parte a grupului international Folli Follie. Compania detine o retea proprie de magazine exclusive Nike, Folli Follie, Converse, Calvin Klein Jeans, precum si magazine multibrand care ofera un portofoliu de marci premium apreciat de catre cei mai exigenti clienti: Collective, Star Place si _KIX.
Portofoliul premium de branduri distribuite si comercializate de FF Group Romania a impus necesitatea dezvoltarii unor concepte de retail multibrand inovatoare, care au devenit destinatia favorita a iubitorilor modei. Primul concept propriu multibrand lansat sub denumirea Famous Brands a devenit cunoscut si apreciat de toti iubitorii de moda, stil si brand-uri internationale.
In anul 2011 un nou magazin de fashion a fost deschis in Baneasa Shopping City – primul magazin Collective, un concept modern de magazin multibrand care reuneste marci faimoase din lumea modei. Primul magazin Collective a fost lansat in Atena in anul 2008 si, ca urmare a succesului de care s-a bucurat, a fost urmat de un nou magazin in Patras. Implementarea in Romania a conceptului Collective vine ca o urmare fireasca a globalizarii politicii de retail a grupului. Odata cu lansarea noului magazin, Galeriile Famous Brands din Bucuresti Mall si Plaza Romania s-au aliniat noilor cerinte si si-au schimbat denumirea in “Collective”. Premiza de la care a plecat noul concept de magazin este de a oferi vizitatorilor “a collection of famous brands”, care face ca magazinele Collective sa fie in lista de preferinte a acestora.
Magazinele Collective comercializeaza colectiile de ultima ora ale brandurilor internationale de renume precum: Juicy Couture, Polo Ralph Lauren, Calvin Klein, Calvin Klein Jeans, Napapijri, UGG Australia, Scotch&Soda, Franklin&Marshall, DKNY Jeans, Converse, G-Star Raw, Miss Sixty, Energie, Superdry, Gant Footwear, Hamaki-Ho, 7 For All Mankind, TOMS, Diesel, Pepe Jeans London, Hunter, Melissa, Nike, Converse.
