Your responsibilities
•Managing the Customer Care team – participating in recruitment, onboarding, development, motivating and building employee engagement.
•Planning and organizing the team's work, including schedules, availability, working time and use of vacations.
•Communicating business goals, monitoring team results and achievement of quality and operational indicators.
•Regularly working with team results, providing feedback and conducting development activities.
•Identifying training needs and supporting employees in improving competencies.
•Overseeing customer service processes, complaints, sales documentation and correctness of data in systems.
•Supporting the team in handling complex inquiries and situations requiring escalation.
•Monitoring service quality and customer satisfaction and initiating improvement actions.
•Close cooperation with Sales teams and other business partners to ensure consistent and effective customer service.
•Analyzing results and processes and initiating and implementing improvements that increase the team's efficiency.
•Participating in the implementation of new tools, procedures and solutions supporting the development of Customer Care.
•Carrying out HR processes related to the functioning of the team, including reporting recruitment needs and changes in employment conditions.
Our requirements
•Experience in team management, preferably in Customer Service, Customer Care, Contact Center or similar area.
•Ability to effectively organize the team's work, set priorities and ensure goals are achieved.
•Experience working with KPIs and analyzing quality and operational results.
•Ability to develop employees, give constructive feedback and build team engagement.
•Comfortable in situations requiring decision-making, problem-solving and handling escalations.
•Process-oriented thinking and ability to identify areas requiring improvement.
•Ease of collaborating with different teams and stakeholders in the organization.
•Strong ability to organize own work and effectively set priorities.
•Proficient use of MS Office and quick learning of new systems.
•Communication in English at a level enabling smooth cooperation in an international environment.
Nice to have
•Experience working in a B2B organization.
•Knowledge of CRM systems and customer service tools.
•Experience in projects related to process optimization or implementation of new tools.
•Experience working in an international environment.
We offer
•Stable employment under an employment contract.
•Work in an international organization and the opportunity to cooperate with teams from other countries.
•Real influence on the way the Customer Care area functions and develops.
•Opportunity to develop leadership and business competencies.
•Onboarding and development trainings.
•Possibility of co-financing for trainings, courses, studies and language learning.
•Private medical care.
•Group life insurance.
•MultiSport card.
•Access to benefit platforms.
•Employee referral program.
•Discounts on Lyreco products.
•Additional benefits and wellbeing initiatives.
