ep & partners consultancy sh.p.k

  • Tirane, ofrohet vend pune Head of Customer Service Albania & Italy

Tirane
Tipi
  1. me orar te plote
Fusha | Profili i punes
  1. Menaxhim Biznesi
Gjuha
  1. italisht
Eksperienca
vetem me eksperience
EPPC Albania on behalf of its client an International company, is currently recruiting a Head of Customer Service.

Major responsibilities:


  • Oversee branch operations, focusing on bringing ideas into effective actions;
  • Work on meeting KPIs such as conversion rates while enhancing customer experience;
  • Arrange weekly meetings, lead projects as well as communicate with internal and external stakeholders;
  • Manage and develop a Customer Service Agents team and Team Leads split between Italy and Albania to ensure quality and productivity goals are met;
  • Support the implementation of new procedures and processes within the Customer Service area;
  • Study and analyze workflows, designing meaningful, impactful solutions, while mapping business requirements;
  • Continuously develop tools to ensure optimum operational performance;
  • Ensure all team members under your management have the proper tools they need to perform their job roles;
  • Be in charge of developing new ways of looking into daily business data with the aim of providing strategic insights to the management;
  • Establish impactful relations with the field force (Vice and Regional Managers), supporting their active work in the branches.


Requirements for this position are:


  • Previous experience in similar managerial position, ideally in startups, management consulting or BPO industry;
  • High level of proficiency in Excel;
  • Excellent oral and written communication skills in Italian and English;
  • Excellent problem solving, critical thinking, and communication skills;
  • Exceptional managerial and analytical skills with the ability to work and manage large departments in fast-paced and dynamically changing environments.


How to apply:

To apply for this opportunity, please fill your application at: https://aplikim.eppc.al/https://aplikim.eppc.al

You will be contacted by EPPC only if your CV & support documents will be qualified by our recruitment team.
 
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