Head of customer service
Natural Cycles / Ekonomichefsjobb / Stockholm
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hela Sverige Visa alla jobb hos Natural Cycles i Stockholm Natural Cycles is worlds first and only certified app for intended use as contraception. Situated in central Stockholm we are one of the world's hottest start ups in the field of women's reproductive health in general, and contraception in particular.
While we have customers from more than +150 countries, our main focus is growing our user base in Europe and in the US.
We are looking for a highly experienced and driven Head of Customer Service to join Natural Cycles to help us support and scale our rapid international growth while keeping an excellent customer care.
We currently have a great team of +4 in-house Customer Service staff and we are planning to grow the team in coming months and years.
However, a key objective for our Head of support will be to find ways to support our growth without a forever increasing number of Customer Service staff members. It will be crucial to find ways to grow with tools and automated systems instead of head counts only.
As Natural Cycles is certified as a medical device, we also need to make sure our customer service complies with all regulatory standards for medical devices. Consequently the head of customer service will be instrumental in making sure we comply with all relevant regulations, from international privacy policies to country specific regulatory demands.
Responsibilities will include:
• Management of Customer Service staff and resources to achieve required service response, quality and cost performance indicators
• Monitoring performance against targets and deliverables for all areas including:
• Performance of Customer Service staff
• Reporting performance trends, customer service delivery and issues to senior management
• Analysis of performance leading to service changes and improvements to increase customer and clients level of satisfaction and perceived value of the service
• Collaborative working with managers across the organisation in order to strengthen the role and contribution of existing services and create new opportunities
• Implement system changes within the whole organisation to cater for our ongoing growth in a scalable way
• Develop a productive induction programme for all staff incorporating operational and behavioural requirements
• Development and oversight of staff appraisal and supervision system in line with required competencies
• Manage staff rotas and to ensure that there is adequate cover at all times based on ongoing analysis of peak periods of inbound calls and outbound calls, inclusive of management/supervisory / agent cover on weekend & Bank Holidays (if required)
• Develop, maintain and issue staff salary records, goals and bonuses in collaboration with company targets and budget work.
What we're looking for:
• At least 5 years Customer Service experience
• Proven experience of excellent operational and people management skills
• Experience managing different channels of communication - email, live chat, telephone, review sites and social media
• Excellent ability in coaching of staff
• Direct experience of customer service management in B2C operations
• Excellent communication skills, highly articulate verbally and in writing
• High levels of emotional intelligence, demonstrating strong self-management and self-awareness under pressure.
• Workforce planning and development
• Fluent in English, both in writing and speaking
Varaktighet, arbetstid
Heltid Anställningstid enligt överenskommelse
Publiceringsdatum2017-08-08Ersättning Lön enligt överenskommelse
Så ansöker duSista dag att ansöka är 2018-01-25
Klicka på denna länk för att göra din ansökanKontaktDaniel Bromberg
FöretagNatural Cycles
AdressNatural Cycles
Luntmakargatan 26
11137 Stockholm
KontorsadressLuntmakargatan 26, Stockholm
Jobbnummer 3631740
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