Psihoselect recruits for a partner company specialized in production and distribution of electronics for the following position:
CUSTOMER CARE MANAGER
Location: Bucharest
Role: The Customer Care Manager is responsible for continuously improving the “best in class service support” 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.
Essential Functions:
- Coordinate the Authorized Country Customer care Partners;
- Oversee the Country Consumer Call Centre and process the CRM data to obtain an actionable feedback;
- Lead the Country Customer Care Team;
- Be the reference person for the “train the trainer” program;
- 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;
- Implement Group Policies and Guidelines ensuring the local implementation;
- Manage the technical returns process;
- Support and empower all the team members to grant a brilliant performance of the people in all areas of the Customer Service & Consumer Support;
- 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;
- Be aware of what new products are being introduced, using the standard company information systems (forecasts, NPD process, etc.);
- 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;
- Regularly plan and perform visits of the Service Partners and their associated service centers;
- Ensure suitable product trainings where/when necessary;
- Liaise with colleagues at Headquarter Service and Quality and report/resolve issues raised by customers;
- Spare Parts Management;
- Ensure Business Partners hold adequate local stock of spares parts;
- Oversee outsourced call cent agency and resolve any ongoing issues while supporting an exceptional level of service to consumers;
- Ensure consumers are satisfied and their needs fulfilled within the guidelines established by the Group Guidelines;
- Consumer relationship management; solve and investigate any complex consumer issues;
- Handle major incidents related to consumers involving products or services;
- Work with the Consumer Care support staff to ensure training schedules to call centre personnel on a continual basis;
- Facilitate communication between service providers and call centres to ensure consumer satisfaction;
- Produce visit reports immediately following a business customer visit;
- Assist business customers to raise the Early Warning Report to service/quality;
- Create and maintain a record of the product return rates.
Qualifications, Knowledge, Skills and Abilities required:
- Minimum 3 years relevant working experience in similar roles;
- Knowledge both technical and non-technical of Household Appliances;
- Effective listening and communication skills in Romanian and English;
- BSc degree in relevant field;
- Ability to convey ideas clearly and facilitate open dialogue;
- Ability to make judgements and decisions on own initiative;
- Willingness and ability to adapt to changing circumstances.
HR PROJECT MANAGER
0755-041 440
raluca.vatamanescu@psihoselect.ro
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