Customer Care Manager (Sweden) - 12-month contract
Volvo Car Mobility AB / Chefsjobb / Stockholm
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hela Sverige As the Customer Care Manager, you will be the customer advocate at M in Sweden. You excel at knowing everything about the different customer groups and drive innovation based on that knowledge. You understand what makes our customers tick, the entire lifecycle of the customer, and what metrics actually matter to understand these components. You care about customer service excellence and above all are responsible for understanding the end game a good customer experience can provide.
Our team has a proactive approach, and the ambition is not only to deliver excellent service but to use our insights to improve the entire experience for our customers and increase customer happiness. You will work cross functionally with all departments including Sales, Marketing and Product & Tech in these efforts. You will be working in our Stockholm office, but part of the team is situated in Gothenburg which means you will travel there regularly.
This role reports directly to the CEO of the Swedish market, Volvo Car Mobility Sweden. You will also work closely with the global Customer Care team and there's a dotted line to the Head of Customer Care.
Your engagement here will include but won't be limited to:
In your role, you will hire, lead and motivate the Swedish Customer Care team to ensure we provide the best possible customer service to our private and business customers. You will be responsible in having the appropriate workflows in place for everyone to carry out their job duties, which includes chats, emails, and calls. You will also manage and follow up the performance and relationship of the outsourced partner we work with.
You will define and keep track of our operational metrics and KPIs for the overall team and continuously improve internal processes and customer satisfaction to secure our customers get top-notch service. You will constantly analyze patterns throughout the month to collect customer feedback and advocate customer needs throughout the organization so we can develop a company-wide culture of customer success.
You will deliver a seamless customer experience by working closely and cross-functionally with the other teams. Together with them, you will work to identify and develop proactive improvements in the customer journey that can result in ensuring retention, satisfaction and reduce churn. You will also contribute to define the segmentation of the customer base and varying strategies.
You show experience with most of the following...
Experience in a management role within Customer service or Customer Success organization
Experience of managing an in-house team, as well as an outsourced partner
Result-oriented and focused on building a world-class team and long-lasting customer relationships
Strong knowledge of support functions and KPIs, incl. systems, tools, and latest trends
Strong analytical ability and experience from analyzing data and act on conclusions
Fluent in Swedish and English
We are flexible with your start date, but no later than December 2019.
Furthermore, we at M believe that a diverse and equal working environment is essential for the well-being and development of our co-workers. We constantly strive for a well-balanced representation of gender and ethnic identities at every level of the organization. In this way, we hope to create an open-minded, smart and enjoyable workplace.
Does it sound interesting? Then we are looking forward to your application in English!
Publiceringsdatum2019-09-27Så ansöker duSista dag att ansöka är 2019-11-25
Klicka på denna länk för att göra din ansökanAdressVolvo Car Mobility AB
Jakobsbergsgatan 17
11144 Stockholm
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Volvo Car Mobility AB (org.nr 556955-6441),
http://m.co Jakobsbergsgatan 17 (
visa karta)
111 44 STOCKHOLM
Arbetsplats M Volvo Car Mobility
Jobbnummer 4873806
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