Customer Service Manager

hace 7 días

Massanassa, Valencia, España Maskokotas Logística S.L.U. A tiempo completo

FUNCIONES:

  • Gestión operativa:
  • Soporte a los agentes en la aplicación del protocolo de atención al cliente y gestión de incidencias.
  • Gestión de la plataforma Zendesk, canales de atención, distribución de tareas entre agentes, etc.
  • Comunicación con otros departamentos para obtener la información de negocio a trasladar al equipo para el buen funcionamiento del área.
  • Tareas back office relacionadas con la gestión de casos, proveedores, transportistas, reclamaciones, soporte a tiendas físicas, etc.
  • Gestión de equipo:
  • Gestión de personal: horarios, vacaciones y bajas; roles y tareas; seguimiento individual
  • Comunicación interna a nível corporativo, siendo el punto de conexión entre management y todo el equipo de Customer Service.
  • Formación: gestión del conocimiento, coordinación de las formaciones con el departamento de formación, impartición de formaciones técnicas,
  • Análisis y reporting:
  • Seguimiento en tiempo real de la atención ofrecida a los clientes, rendimiento de los equipos, etc.
  • Análisis semanal y reporting al CXM de la situación en los distintos mercados y equipos.
  • Análisis puntuales y reporting al CXM enfocados a la detección de pain points, optimización de procesos internos, etc,
  • Análisis y seguimiento individual de cada persona del equipo para potenciar su talento y ayudar a mejorar en sus tareas.
  • Proyectos y estrategia:
  • Proyectos de mejora de procesos internos para dar una mejor experiência al cliente.
  • Plan estratégico y táctico de Customer Service.

Requisitos:

  • Se valorará experiência mínima de 1 año como agente de atención al cliente de un ecommerce B2C.
  • Se valorará experiência mínima de 1 año en una posición similar.
  • Experiência gestionando proyectos y personas.
  • Nível avanzado del paquete Office.
  • Experiência con Zendesk y herramientas de gestión de pedidos.
  • Disponibilidad para trabajar en las oficinas de Massanassa.

Tipo de puesto:
Jornada completa, Contrato indefinido

Beneficios:

  • Seguro médico privado

Horario:

  • De lunes a viernes

Ubicación del trabajo:
Una ubicación

  • Health insurance

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