Customer Experience Leader at Allegro · Ostrava

Customer Experience Leader

Location: Ostrava

Company: Allegro Retail a.s.

Contract type: Employee

Area: Customer Experience

Job Description

Your main responsibilities:

• Manage the subordinate team to ensure the best quality and efficiency of customer service.
• Communicate operational and business objectives to the subordinate team.
• Monitor performance of the subordinate team both in terms of performance and quality of work.
• Provide feedback to the subordinate team and units on the results of their work, including implementation of o2o meetings.
• Develop the subordinate team by identifying areas for improvement in quality and efficiency of service and planning corrective actions to improve.
• Identify causes of customer dissatisfaction and process gaps and communicate them to support teams such as Quality and Development and BPM.
• Collaborate with other leaders and managers and support the teams of Quality and Development, Scheduling and Traffic Managament, Business Process Managers to ensure best quality and efficiency of customer service.

This is the right job for you if:

• Doskonale znają platformę Allegro (od strony Sprzedającego) oraz rynek e-commerce
• Mają doświadczenie w obsłudze wielokanałowej (omnichannel)
• Potrafią komunikować się w języku angielskim (min B1/B2)
• warunek konieczny
• Mają doświadczenie w zarządzaniu procesami i wiedzę z metodyk zarządzania procesami
• Znają KPI związane z obsługą klienta np. ASA, NPS, FCR
• Patrzą procesowo na organizację i szukają sposobu, a nie powodu dla spełnienia oczekiwań Partnerów i klientów wewnętrznych
• Znają systemy CRM, WFM
• Posiadają zdolności analityczne (praca z danymi) i organizacyjne (w tym umiejętność organizacji pracy własnej)
• Mają inicjatywę i proaktywne podejście do zlecanych zadań
• Są wzorem dla innych w zakresie kultury osobistej i kompetencji interpersonalnych
• Nastawione są na współpracę, potrafią angażować innych
• Potrafią dostosowywać się do zmieniających się warunków i są otwarte na zmiany

What we offer:

• Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
• A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
• English classes paid for by us.
• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.

And that's just the beginning! You can read more about the benefits here.

#goodtobehere means that:

• You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
• You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
• You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.

Send us your CV and… see you at Allegro!