Tirane, ofroj vend pune Customer Care Manager
As a new betting company in Albania we are looking for a suitable candidate for the position of:
CUSTOMER CARE MANAGER for Call Center & Live Chat
We are looking for an experienced Customer Care Manager to provide excellent call center & live chat service in a betting company and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Responsibilities:
- Oversee the hiring, orienting, and training of call center & live chat staff to ensure a capable workforce in a betting company;
- Develop and implement call center & live chat policies, procedures, and regulations necessary for ensuring a satisfied customer base;
- Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs;
- Follow up customers to ensure they receive optimal value from purchased products/services;
- Handle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaints;
- Provide customers through call center & live chat with updates and periodic statements on service developments and changes in trends;
- Establish communication channels through which customers can send in their feedback or challenges for prompt resolution;
- Analyze call center & live chat data and statistics to obtain results useful in taking key business decisions;
- Organize programs for call center & live chat staff to update their job knowledge and enhance their skills;
- Oversee the processing and issuance of refunds to customers;
- Maintain proper record of all call center & live chat operation and activities for reference purposes;
- Assign and designate job territories to call center & live chat staff according to their performance and history;
- Work around available budget to achieve set objectives and targets;
- Conduct surveys to determine the opinion of customers regarding the products/services;
Requirements (Key Skills)
· Bachelor's Degree in Marketing, Business Administration, or in a related field;
· 5+ years of experience in a similar position specialy in betting in company;
· Proven experience as Customer Care Manager in a call center & live chat environment;
· Sales experience;
· Knowledge of call center & live chat tracking systems;
· Well-organized and detail oriented;
· Excellent oral and written communications skills in English and Albanian;
· Ability to work as both individual and in a team environment;
· Good knowledge of MS-Office;
· Experience in mediation and conflict resolution techniques;
· Creativity, Innovative, Independent, Self-Starter, Adaptability;
· Attention to Details, Organisation, Multi-Tasker.
· 5+ years of experience in a similar position specialy in betting in company;
· Proven experience as Customer Care Manager in a call center & live chat environment;
· Sales experience;
· Knowledge of call center & live chat tracking systems;
· Well-organized and detail oriented;
· Excellent oral and written communications skills in English and Albanian;
· Ability to work as both individual and in a team environment;
· Good knowledge of MS-Office;
· Experience in mediation and conflict resolution techniques;
· Creativity, Innovative, Independent, Self-Starter, Adaptability;
· Attention to Details, Organisation, Multi-Tasker.
What we offer:
· Work based in Tirana.
· Working in a challenging and innovative environment.
· Very good working conditions.
All interested applicants are kindly asked to send their application composed of:
CV, in English language ideally by email @
[B]career@universe.al[/B]· Working in a challenging and innovative environment.
· Very good working conditions.
All interested applicants are kindly asked to send their application composed of:
CV, in English language ideally by email @
or call @ +35544506060