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28.10.2019

Head of Customer Support

Onseo
IT-software Manufacturing

    Responsibilities:

     

    • Manage a team of 20+ employees.
    • Supervise line managers and customer support agents in answering calls, emails and live chats from customers seeking assistance with app, verification and other user issues.
    • Provide extensive coaching and counseling to assist agents in meeting customer satisfaction, exceed customer expectations, build customer loyalty.
    • Conduct side-by-side observations and quality assurance (call and email monitoring) reviews
    • Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
    • Effectively interview and recommend candidates for recruiting and hiring.
    • Analyze trends based on historical data to close performance gaps
    • Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
    • Develop policies and procedures for daily business operations to enhance improvements to process, revenue and customer satisfaction.

     

    Requirements:

     

    • 3 Years Call Center/Customer Support Experience
    • 2 Years People Management Experience
    • Native speaker of English and Ukrainian, excellent communication in written and verbal on both languages.
    • Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment and relationship building skills.
    • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
    • Preferably has very good knowledge of Compliance, KYC, AML and Risk-Fraud.
    • Conduct analysis of department and provide recommendations for improvements and cost reductions.
    • Leads, schedules, coordinates, and participates in daily work, meetings, and projects relevant to the team and department, and addresses daily issues that affect the team.
    • Bachelor's Degree or equivalent customer-facing and management work experience

     

    What do we offer:

    • A really good team and a democratic manager, all of the team members are staying with the company long term and sincerely enjoy the journey
    • Regular reviews of efficiency and review of wages
    • Health insurance
    • Paid sick leave and 24-day leave
    • Payment for season tickets to the SportLife gym, free gym on the workspace territory
    • Regular team meetings and team building, corporate parties

     

    We are waiting for you in our team!