Tirane, ofroj vend pune HEAD OF CUSTOMER SERVICE!

HireMe is the leading recruitment company providing professional staffing services. People are at the core of our business and the heart of what we do. On behalf of our client, , we are looking for potential candidates to join their team in TIRANA,

RESPONSABILITIES:

• Plan, organize, direct, manage, and evaluate whole customer service activities and budget of an organization;
• Provide excellent customer service and promote this idea throughout the organisation to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations;
• Provide a healthy working environment for subordinates;
• Is responsible to maintain privacy and confidentiality;
• Is responsible to notify his/her direct supervisor of a possible hazard, which may harm company;
• Is responsible for the mistakes caused by him/her;
• Is responsible to show care for the company’s reputation;
• Is responsible to properly use all company assets and protect them from misuse, loss or improper destruction;
• Leading or supervising a team of customer service staff;
• Develop, implement and improve customer service policies and procedures;
• Learning about organisation's products or services and keeping up to date with changes Define and communicate customer service standards;
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department;
• Direct the daily operations of the customer service team;
• Handle complex and escalated customer service issues;
• Analyze relevant data to determine customer service outputs;
• Analysing statistics or other data to determine the level of customer service an organisation is providing;
• Liaise with company management to support and implement growth strategies;
• Ensure the necessary resources and tools are available for quality customer service delivery;
• Review customer complaints;
• Track customer complaint resolution
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
• Writing reports analysing the customer service that an organisation provides;
• Meeting with other managers to discuss possible improvements to customer service;
• Being involved in staff recruitment and appraisals;
• Training staff to deliver a high standard of customer service;
• Other activities that are connected with his/her job.

REQUIREMENTS:

• Bachelor's degree in Business management, MBA Degree is an advantage;
• Customer service experience (supervisory) at least 2 years;
• In-depth knowledge of customer service principles and practices;
• Working knowledge of customer service software, databases and tools;
• Proficiency in CRM systems;
• Proficiency in MS Office applications;
• Proficiency in English.
• Supervisory skills;
• Ability to meet targets and deadlines;
• Strong client-facing and communication skills;
• Problem-solving skills;
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;
• Motivational skills and an ability to supervise and lead a team of customer service assistants;
• Organisational and planning skills, Creative thinking, to be able to come up with new ideas to improve and develop customer service standards;
• Advanced troubleshooting and multi-tasking skills;
• An ability to work well under pressure;
• Presentation skills;
• Commitment to improve his/her own customer service skills on an ongoing basis.

INTERESTED CANDIDATES ARE INVITED TO SEND THEIR APPLICATION AT: joanacela@hireme.al
UNTIL MARCH, 30, 2018.

LEXO TE NGJASHME