Tirane, ofroj vend pune Online & Customer Experience Supervisor
Megatek S.A., the biggest Do-IT-Yourself wholesale and retail hypermarket in Albania,is currently looking for a potential candidate for the position of:.
Online & Customer Experience Supervisor
Main capabilities:
- A strong service mind and customer oriented.
- Able to lead a customer experience team for better results
- Able to design excellent customer experience focused on end-to-end customer journeys
- Strong analytical skills
- Decision maker and creative
- Able to work under pressure
- Able to work in a well structured environment and build cross-functional relationships with all stakeholders
- An open and straightforward way of communicating.
- Previous experience in the facility/operations area and online
- Administrative skills and accuracy; budgets, reports and analyzing, MS Office.
- Good technical background will be added value
Responsible to:
- Recruit, train and motivate staff to provide best in class customer service
- Build, implement customer experience new strategy and ensure (online and operational) strategy is in accordance with latest market trends and companies’ vision and strategy.
- Ensure the customer journey’s stages from exploring until renewal are well designed and functional.
- Investigate customer's problems and find solutions.
- Handle major incidents that cannot be resolved by agents in front line & online channels
- Isolate and identify areas of improvement.
- Communicate with customers when required, directly and/or via phone, email, or letter
- Manage and monitor complaint end-to-end process
- Ensure all complaints and order issues are solved within predefined KPI-s
- Issue refunds to customers.
- Oversee and monitor transport and return process.
- Provide scripts and online ready templates to read from during phone calls or chat communications
- Keep staff informed and updated on new company products and services.
- Ensure all customer experience procedures are in place and followed by staff
- Ensure standards for quality are met in line with Company ethics and standards.
- Deliver an exceptional customer service program that offers the best customer experience and online user experience
- Maintain an awareness of market trends and forthcoming customer initiatives, monitoring online competitors
- Initiate changes to improve the online experience and online sales
- Utilize social media to respond to customer needs and their suggestions or complaints
- Carry out the Voice of the Customers on agents and customer service experience
- Compile and build reports& analyzing on overall customer satisfaction.
- Analyze data and statistics to prepare reports regarding customer complaints & requests, online activities, and business performance according to company requirements.
- Suggest new strategies to improve customer experience based on regular reporting and analyzing and work with management on customer service initiatives.
Qualifications and Skills
Education: Master degree in Marketing, Communication or related field.
Experience:Minimum 4-5 years of progressive digital marketing experience required, including ecommerce experience.
Skills:
· Exceptional project management skills. Ability to prioritize, multitask, focus, lead, influence and delegate
· Experience in website management/basic HTML/content management systems.
· Fluent in Google Analytics software
Languages: Excellent verbal and written communication skills in English.
Application Procedure:
To apply, please forward the following documents until 28 February 2018:
1. Detailed CV
2. Letter of Interest, to this email address: burimenjerezore@megateksa.com
or send a hard copy to:
MEGATEK S.A
Human Resources Department
Autostrada Tirane-Durres km 7.
Tirana, Albania