Customer Service Supervisor
Wise Professionals AB / Kontorsjobb / Stockholm
Observera att sista ansökningsdag har passerat.
Visa alla kontorsjobb i Stockholm,
Solna,
Lidingö,
Sundbyberg,
Danderyd eller i
hela Sverige Visa alla jobb hos Wise Professionals AB i Stockholm,
Solna,
Lidingö,
Sundbyberg,
Danderyd eller i
hela Sverige One of our Supervisors is going on maternity leave and we are looking for someone to fill her shoes during January-October 2013.
The role's main responsibility is to work with our outsourced teams for Customer Service. You will be part of the HQ CS team to secure that SLA's and key metrics for the service teams are met and that our teams are working together to give excellent service to our customers.
Contact Centre experience in a customer focused environment and the ability to speak English is required, experience from the online shopping industry is a plus.
Job Responsibilities:
Customer Experience Management
• Working in a fast paced environment as a part of the Customer Service team
• Providing clear leadership to ensure that our teams deliver on high Customer Satisfaction targets
• Ensure customer experience is at forefront of all department actions & work to actively enhance customer experience through implementation of programs, systems or processes that provide positive impact to eBay community
• Contribute to the organisation, execution and ongoing monitoring of the key department metrics
Operations Planning & Management
• Anticipate future demands & develop plans accordingly
• Contribute to the implementation of workflow process improvements
• Ensure team members have the information they need to perform their roles and understand their part in bringing the strategy to life
• Engage the skills of supporting teams to deliver on quarterly goals in a strategic manner
• Guide team through change management as required and ensure everyone is adequately prepared for upcoming workflow, systems and/or procedural changes
People & Performance Management
• Responsible for reaching goals/objectives with both teams and actively driving personal development & skills acquisition by identifying areas for development
• Leading, coaching and motivating people
Networking & Organisation Relationship Building
• Establish relationships with other leaders throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes
• Work within teams, peers, in order to facilitate, enhance and improve eBay Culture and the business environment; ensure best practice sharing and information exchange takes place on all levels
• Participate in special projects as needed and perform other duties as assigned
Job Requirements:
• Ensure team meets or exceeds all department metrics monthly, quarterly and yearly. Work actively with analysis to pin point areas where we need to develop and improve in the customer experience when it comes to service
• Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism
• Maintain excellent level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of eBay, and communicating with all levels both within the existing team & anyone outside the direct reporting structure
• Travelling may be required to visit the service teams
Basic Qualifications:
• Bachelors' degree in Business Studies or related discipline an advantage
• Experience in working in a customer contact centre environment is essential and a requirement
• Minimum of 1 year's people management in a contact centre is essential
• Fluency in written and verbal English is essential
• Excellent analytical and process flow optimization skills
• Strong organizational, communication, influencing and problem-solution skills
• Excellent IT skills: Microsoft Office is a pre-requisite and a good knowledge of Call-Centre or E-Mail Customer Support Software is desirable
• A positive attitude, the ability to work well with others and to meet and overcome challenges
• The ability to handle multiple tasks and be detail oriented
• Ability to develop and maintain professional working relationships with co-workers and peers
• Ability to direct and motivate others
• Ability to maintain highly confidential information
• A true passion for customer service and a quality focus
Mer om tjänsten
Har du frågor om tjänsten är du välkommen att ringa kandidatansvarig Sofia Sjögren på telefonnummer 076- 000 18 57 eller konsultchef Marie Bodén på telefonnummer 076-000 18 95. Urval sker löpande. Varmt välkommen med din ansökan!
Wise Professionals är ett helägt dotterbolag inom Wise Group. Vår ambition är att med personlig service och hög kvalitet erbjuda företag och organisationer kompletta tjänster inom rekrytering och bemanning av kvalificerad personal. Vi arbetar inom de flesta branscher och tillhandahåller kompetent stöd oavsett man söker en chef, säljare eller specialist.
Publiceringsdatum2012-10-09Arbetstider och omfattningDag , Heltid , Tillsvidareanställning
Så ansöker duAnsökan kan tyvärr inte göras via e-post.
Klicka på denna länk för att göra din ansökanFöretagWise Professionals AB
AdressWise Professionals AB
Box 22109
10422 Stockholm
Jobbnummer 1360474
Observera att sista ansökningsdag har passerat.