Tirane, ofroj vend pune Menaxhim

Vacancy Announcement

Balkan Finance Investment Group is one of the largest private investment groups in Albania and the region, present with activities for Real Estate Development, Retail Sales, Service Delivery and Management of Commercial or Industrial Space, Telecommunications, Mining Industry, Financing and Trust Programs for Consumers.
Elektro-Servis shpk as part of Balfin Group is specializes in the repair of electronic and electro-household appliances. Established since 2008, Elektro-Servis is the largest service in Albania and the neighboring countries with exclusive rights to the world's most world-renowned brands such as Samsung, LG, Sony, Philips, Huawei, Beko, Bosch, etc.
Customer Care is specializes to giving support to several group companies. Customer Care is the process of looking after customers to best ensure their satisfaction and delightful interaction with a business and its brand, goods and services.
Task us embraces the customer care philosophy because it takes a personal approach to a customer’s journey with a brand. We apply this mentality to our clients to ensure they feel respected and cared for throughout the life of a contract. We help businesses develop strong relationship with their clients and customers. The main goal is to create, develop and maintain a customer experience in order to satisfy all clients of respective companies.

Position: Head of Contact Center
Department: Customer Care Department
Reports to: Customer Care Manager
Location: Tirana


Summary of Duties:

The position will lead a Contact Centre Operations. Would be expected to shape the future of a contact Centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be: Phone, Email, Web/Live Chat, Video, Social, and Correspondence.
He/ She will ensure that customers receive a friendly, professional and consistently high quality service.


Role and Responsibilities:

• Responsible for the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Lead, inspire and co-ordinate the contact Centre team at all levels to create motivated and engaged colleagues.
• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Taking responsibility for the ongoing development all levels of contact Centre colleagues.
• Reviewing and defining clearly all contact Centre roles, any required shift and candidate profiles required across the contact Centre operation
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies;.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores.
• Communicate with difficult customer where is needed.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Review the monthly report of the section after provided from supervisor

Requirement for the job position:

• Being able to simplify complicated information as much as possible;
• Dynamic and self-motivated personality;
• Methodical and organized;
• Detailed oriented;
• Honesty and Integrity;
• Proactive and multitask personality.

Formal criteria:

• Basic spoken and written skills in English language;
• Very good computer knowledge especially Microsoft Package (especially in Excel)
• Excellent organizational and coordination skills.
• Inbound the outbound experience.
• Age over 23 years.

Work conditions: Balfin Group offers an attractive benefit package, including a fair remuneration based on merit and performance evaluation.

Application Procedure:
All the interested candidates are welcomed to submit their CVs and Letter of Interest in the address: hr@elektroservis.al.

Deadline Application: 31 January 2020

* All applications will be treated with full confidentiality under Law no. 9887 decided by the Albanian Parliament for "Personal Data Protection".


Cel. : 0689029966