Position title: Consumer Services Manager
Location: Pozna, Poland
Reports to: Senior Manager, Consumer Services
Contract type: Permanent, Full-time
As a Customer Service Manager you will be responsible for managing multicultural team that supports clients from North & South America in 3-4 languages. Your team will consist of two Supervisors (your direct reports), 3 Team Leads and 50 CS Representatives (indirect reports).
Execute action plans that will support or enable the team to perform their job.
Collaborate with internal partners to find solutions to complex or escalated consumer situations.
Develop and track key performance indicators to drive results (Consumer Satisfaction, 24 Hour Response Rate, Abandon Rate, Average Speed to Answer, Survey Results).
Provide guidance, one-on-one coaching and feedback to Supervisor and Team Leads.
Responsible for hiring new employees, including interviewing, to maintain assigned level of headcount and quality of service.
Engage with consumers, when necessary, in a way that exemplifies the values of all Newell Brands.
Responsible for onboarding new teams, supporting new brands. This includes i.a. communication channels & CRM/SAP setup, products and systems training for new hires, and close cooperation with various teams like IT, Brand Marketing, Supply Chain, Quality, Safety.
Work closely with Senior Manager on Consumer Services strategy and projects
2-4 years of experience in leading a team in a service industry, ideally in an international environment
Good command of MS Excel, Word and Outlook
Communicative Spanish would be an advantage
Strong leadership, organizational and project management skills
Knowledge of SAP/CRM
Knowledge of Avaya phone and SalesForce CRM systems would be a plus
Experience implementing CRM, Consumer Engagement Center or Call Center
Excellent communication skills (including phone etiquette)
What we can offer you!
Employment contract & private health care
Friendly atmosphere & International team
Working with some of the best known brands in the world like Parker, Waterman, Rotring, DYMO
Working hours - Monday to Friday 14.00-22.00
Modern, air-conditioned office in the city center, next to Stary Browar
Well-equipped kitchen with tasty coffee and tea or if you like you can eat lunch in nearby cafes
Development you will learn how to use global systems like SalesForce and SAP
English and/or Polish lessons organized in the office
Company library access to books, which allow you to broaden your professional knowledge, but not only
After work you may choose to use vouchers to cinema
Are you interested?
If so, please click on "Apply Now" on this site and upload your resume.
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