Job expirat
Company: eMAG
Location: Bucharest, Romania
Job Status/Type: Full Time
Job Category: Customer Care
Industries: Internet
Career Level: Senior
Starting date: ASAP
Role:
Do you have a passion for customer experience and a mindset for data driven problem solving? Do you want to be part of a team forging new ways to improve the e-commerce delivery experience?
We seek a strong leader who can prioritize well, communicate clearly across multiple stakeholders and levels of leadership, and have a consistent track record of delivery. You must have the experience and capability to align your roadmap with our strategic objectives.
Responsibilities:
• Oversight responsibility for managing a team of complaint experts and complaint analysts who analyze and respond to high risk/high exposure complaints on behalf of our company to ensure complaint responses adhere to company standards and guidelines.
• Developing and monitoring metrics and trends related to customer complaints.
• Establishing relationships and collaborating with key business partners (compliance, law, operations leaders) to facilitate timely and accurate resolution to customer complaints.
• Employ strong verbal and written communication skills to accurately respond to complaints using appropriate tone and messaging.
• Identifying potential exposure to Prudential and facilitating the development of action plans and strategies focused on mitigating risk and improving the customer experience.
• Establishing new processes and strengthening existing processes associated with verbal and written complaints.
• Carry out supervisory responsibilities in accordance with company’s policies and procedures.
• Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
• Solving complex customer issues and proactively preventing negative service trends.
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
• Creating pro-active mechanisms to prevent customer escalations.
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
• Creating Reports that provide insights to performance and trends.
• Managing workflow, escalations and effectively delegating workload across the leadership team.
• Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.
• Drive creation of quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
• Proven leader with at least 5-7 years of experience in managing medium-large teams.
• Direct experience in Contact Center Operations (Customer Service, Sales, or Collections).
• Strong interpersonal skills and a demonstrated ability to partner with all levels of associates in a matrix organization.
• Strong oral and written communication skills; demonstrated ability to convey complex messages clearly.
• Ability to work independently and collaboratively to meet deadlines and prepare communication materials with a high degree of accuracy.
• Demonstrated ability to independently perform root cause analysis in order to formulate and implement sound business solutions.
• Affinity for Process Definition/Improvement - ability to define requirements and translate them into clear processes and procedures with a transformational approach to efficiency and effectiveness.
• Project Management Experience - ability to convert high level policies and programs into clear project deliverables. Results driver with experience leading multiple, simultaneous cross-functional projects under tight deadlines and pressure.
• Attention to Detail - ability to ensure precision and accuracy in all deliverables.
• Personal Excellence - High degree of integrity, comfort with speaking up for what is right as well as reporting/escalating risks and concerns.
• Collaboration & Relationship Skills - strong relationship management and conflict resolution skills. Proven track record of positively collaborating with and influencing partners in a matrix environment to achieve outcomes without direct responsibility.
• Communications Skills – ability to communicate clearly and concisely in both written and verbal form, to different audiences with varying backgrounds.
• High Energy/Flexibility - Must be a highly motivated self starter with a sense of urgency, positive attitude and the ability to excel in a fast- paced, high pressure, dynamic environment.
• Competency in Excel – aptitude / comfort working with large data sets, formulas, spreadsheets.
• MS Office Skills: Excel, PowerPoint, Project and Visio.
• Bachelors Degree - preferably in Business Administration, Communications, or related fields.
What can you find at eMAG:
• Integration program in a professional, young and dynamic team;
• Competitive Salaries (based on performance) & Benefits;
• Having the opportunity to work with the latest technologies;
• We offer a highly professional environment where you will have the chance to learn on a daily basis and develop your career.
Lansat în 2001 ca un magazin online de sisteme de calcul si produse de birotica, eMAG se numara printre creatorii pietei de comert electronic din România. Adaptarea permanenta a serviciilor la realitatile pietei sii orientarea catre client au propulsat si au mentinut eMAG în pozitia de lider constant al pietei.
eMAG are un portofoliu în care se regasesc atât produse si solutii IT si de comunicatii, cât si echipamente electronice si electrocasnice, oferta sa extinzându-se permanent. Compania opereaza magazinul www.emag.ro precum si sapte showroom-uri deschise în Bucuresti, Iasi, Ploiesti, Cluj, Timisoara, Constanta si Craiova.
In cei 9 ani de activitate, echipa eMAG a crescut in ritm alert, ajungand in prezent la un numar de aproximativ 300 de angajati. eMAG sustine in continuare dezvoltarea fortei de munca din Romania, oferind locuri de munca de inalta specializare, intr-o piata in plina evolutie.
