Job Responsibilities:

📍 Perform the basic management responsibilities, so that the CS function can be carried out normally, without interruptions; 📍Inform, advise and monitor team members, who provide customer service, in the processing of their labour duties and specific assigned tasks; 📍Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift; 📍Handle escalations as necessary or provide advice related to them; 📍Prepare shift patterns and monthly schedules. 📍Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances); 📍Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.); 📍Monitor all the queues their team is responsible for (Incoming traffic of chats/emails, response times, etc.); 📍Provide updates on/suggestions for improvements in the current operational setup within CS and how it could improve, incl. tools, practices, handling, speed, etc.; 📍Monitor adherence to predefined KPIs and provide feedback on their adequacy over time; 📍Prepare regular reports on current tasks and CS state.

Job Requirements:

📍Experience in managing a CS team; 📍Ability to be a self-starter, work closely with management and meet all goals within SLA; 📍High proficiency in English (minimum C1 level of the CEFR); 📍Availability to work on shifts; 📍Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Zendesk, Intercom or Slack is a plus; 📍Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively; 📍Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes; 📍Good interpersonal, problem-solving and analytical skills; 📍Proficiency in MS Office.