leading the customer services team on their mission to deliver high standard customer service and making sure every customer's interaction is a positive one.
responsible for recruiting, coaching and growing the team, while working closely with the Bulgarian CS in order to adapt workflow and procedures to the local market and insure that quality standards are met.
leading and mentoring your team while constantly researching what is working and what needs improving
setting customer satisfaction goals and work with the team to meet them on a consistent basis.
interacting with customers on a daily basis, responding to their questions and guiding them to the appropriate service - your approach should be "leading by example".
finding unique ways to deal with customer complaints or concerns, in order to foster positive relationships with our clients.
providing input for developing customer loyalty program, CRM strategy, and promotional activities.