{"id":18491,"date":"2023-11-02T17:03:05","date_gmt":"2023-11-02T15:03:05","guid":{"rendered":"https:\/\/psihoselect.ro\/uncategorized\/customer-care-manager-location-bucharest\/"},"modified":"2023-11-02T17:03:05","modified_gmt":"2023-11-02T15:03:05","slug":"customer-care-manager-location-bucharest","status":"publish","type":"post","link":"https:\/\/psihoselect.ro\/en\/jobs\/customer-care-manager-location-bucharest\/","title":{"rendered":"CUSTOMER CARE MANAGER &#8211; Location: Bucharest"},"content":{"rendered":"<p style=\"text-align: center;\"><a href=\"https:\/\/www.linkedin.com\/company\/psihoselect\">Psihoselect<\/a> recruits for a partner company specialized in production and distribution of electronics for the following position:<\/p>\n<h4><\/h4>\n<h3 style=\"text-align: center;\">CUSTOMER CARE MANAGER<\/h3>\n<h4 style=\"text-align: center;\">Location: Bucharest<\/h4>\n<p>&nbsp;<\/p>\n<p><strong>Role:<\/strong> The Customer Care Manager is responsible for continuously improving the &#8220;best in class service support&#8221; culture, a distinctive feature of the brand portfolio. Paying attention to the Service excellence of the Call Centers as well as of the after-sales service Partners.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Essential Functions:<\/strong><\/p>\n<ul>\n<li>Coordinate the Authorized Country Customer care Partners;<\/li>\n<li>Oversee the Country Consumer Call Centre and process the CRM data to obtain an actionable feedback;<\/li>\n<li>Lead the Country Customer Care Team;<\/li>\n<li>Be the reference person for the \u201ctrain the trainer\u201d program;<\/li>\n<li>Be aware of new products introductions into the Market and ensure that the Service; Partners and their subcontractors are ready to provide the right service and support;<\/li>\n<li>Implement Group Policies and Guidelines ensuring the local implementation;<\/li>\n<li>Manage the technical returns process;<\/li>\n<li>Support and empower all the team members to grant a brilliant performance of the people in all areas of the Customer Service &amp; Consumer Support;<\/li>\n<li>Define and monitor the KPIs, in agreement with the Country Manager, to enable the deployment of action plans aiming to the fulfilment of the A\/S Vision;<\/li>\n<li>Be aware of what new products are being introduced, using the standard company information systems (forecasts, NPD process, etc.);<\/li>\n<li>Ensure that the Service Partners are ready to service\/repair new products, that they have adequate spares in their stock and access to the technical information;<\/li>\n<li>Regularly plan and perform visits of the Service Partners and their associated service centers;<\/li>\n<li>Ensure suitable product trainings where\/when necessary;<\/li>\n<li>Liaise with colleagues at Headquarter Service and Quality and report\/resolve issues raised by customers;<\/li>\n<li>Spare Parts Management;<\/li>\n<li>Ensure Business Partners hold adequate local stock of spares parts;<\/li>\n<li>Oversee outsourced call cent agency and resolve any ongoing issues while supporting an exceptional level of service to consumers;<\/li>\n<li>Ensure consumers are satisfied and their needs fulfilled within the guidelines established by the Group Guidelines;<\/li>\n<li>Consumer relationship management; solve and investigate any complex consumer issues;<\/li>\n<li>Handle major incidents related to consumers involving products or services;<\/li>\n<li>Work with the Consumer Care support staff to ensure training schedules to call centre personnel on a continual basis;<\/li>\n<li>Facilitate communication between service providers and call centres to ensure consumer satisfaction;<\/li>\n<li>Produce visit reports immediately following a business customer visit;<\/li>\n<li>Assist business customers to raise the Early Warning Report to service\/quality;<\/li>\n<li>Create and maintain a record of the product return rates.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>Qualifications, Knowledge, Skills and Abilities required:<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<ul>\n<li>Minimum 3 years relevant working experience in similar roles;<\/li>\n<li>Knowledge both technical and non-technical of Household Appliances;<\/li>\n<li>Effective listening and communication skills in Romanian and English;<\/li>\n<li>BSc degree in relevant field;<\/li>\n<li>Ability to convey ideas clearly and facilitate open dialogue;<\/li>\n<li>Ability to make judgements and decisions on own initiative;<\/li>\n<li>Willingness and ability to adapt to changing circumstances.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/psihoselect.ro\/joburi\/\"><strong>For more information:<\/strong><\/a><\/p>\n<p><a href=\"https:\/\/psihoselect.ro\/despre-noi\/\"><strong>Raluca V\u0103t\u0103m\u0103nescu<\/strong><\/a><\/p>\n<p><strong>HR PROJECT MANAGER<\/strong><\/p>\n<p><strong>0755-041 440<\/strong><\/p>\n<p><a href=\"mailto:raluca.vatamanescu@psihoselect.ro\">raluca.vatamanescu@psihoselect.ro<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Psihoselect recruits for a partner company specialized in production and distribution of electronics for the following position: CUSTOMER CARE MANAGER Location: Bucharest &nbsp; Role: The Customer Care Manager is responsible for continuously improving the &#8220;best in class service support&#8221; culture, a distinctive feature of the brand portfolio. Paying attention to the Service excellence of the [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":17974,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[226],"tags":[225,144,223],"class_list":["post-18491","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-jobs","tag-at","tag-en","tag-ro-en"],"_links":{"self":[{"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/posts\/18491","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/comments?post=18491"}],"version-history":[{"count":0,"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/posts\/18491\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/media\/17974"}],"wp:attachment":[{"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/media?parent=18491"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/categories?post=18491"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/psihoselect.ro\/en\/wp-json\/wp\/v2\/tags?post=18491"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}