Customer Care Manager

hace 6 meses

Barcelona, España papernest A tiempo completo

For almost 10 years, papernest has successfully assisted over 1.5 million users in alleviating one of life's most tedious tasks: contract management. Our innovative solution empowers customers to seamlessly move, manage, and switch their contracts, all within a unified platform, and best of all, for free. Our services are available across France, Spain and Italy (for the time being )

In an ever-changing world, we take confident steps, guided by the continuous development of our self-sustaining business model. Our success story is woven around an innovative B2B2C model, forged through strategic partnerships with major players in real estate and banking.

We are dedicated to fostering an exciting and vibrant work environment because that's what brings out the best in us. We believe that business needs to be disruptive and ambitious in order to thrive.

However we're not limited to just being good at business. We are also committed to our social responsibility as we strive to actively contribute to the community we belong to, minimize our environmental impact, and aim to foster a culture of social engagement and consciousness among our co-workers.

At the heart of our philosophy is the commitment to long-term success over short-term convenience. We highly value the contributions of each of our 800+ employees, providing them with ample opportunities for growth and the development of invaluable skills.

**As a Customer Care Manager, you will**: lead, manage, and enhance the overall performance of the customer care team in order to delivery of premium customer service and support in line with Papernest's standards and values.

Your **Key responsibilities**:

- ** Customer Experience improvement**:

- **_Issue resolution:_** **Act as a point of escalation for complex customer issues, ensuring timely and effective resolution
- **Customer Feedback analysis**: Analyse customer feedback and survey data to identify trends and areas of improvement.
- _Service Personalisation:_ Develop strategies to personalise customer interactions, enhancing customer satisfaction.
- ** Performance Metrics Analysis**:

- **_KPI Tracking:_** **Closely monitoring of the customer care key metrics such QoS, SLA and NPS.
- **_Data driven strategies:_** Use performance data to identify areas of improvement and develop strategies to improve the service.
- ** Process Improvement**:

- **_Workflow optimisation:_**_ _Continuously assess and optimize customer service workflows to enhance efficiency and quality of service.
- **_Technology:_** Identify and implement technology solutions to streamline customer care processes.
- **_Operational Engagement:_** Hands-on approach, readily engaging in direct customer interactions and operational tasks if required.
- ** Team Management**:

- **_Team Schedule management: _**Organize and optimize shift schedules in order to guarantee coverage and quality of service.
- **_Recruitment and training:_** Oversee the hiring and onboarding of new team members. Develop and implement comprehensive training programs for new hires and development for existing team members.
- **_Performance reviews:_** Conduct regular meetings with team members to review performance, set goals and provide feedback.
- **_Payplan Management:_** Set up and regular management of the payplan for team members.
- ** Stakeholder Communication**:

- **_Cross-department collaboration:_** **Work closely with other departments like production, papernest providers, sales ops etc, to ensure a seamless customer experience.
- **_Prepare and present regular reports _**to senior management, highlighting performance metrics, challenges and achievements.
- ** Quality Assurance**:

- **_Interaction monitoring:_** **Monitor and evaluate the quality of customer interactions, ensuring adherence to Papernest’s service standards.
- **_Implement quality improvement initiatives:_** Use customer and team member feedback to review and refine customer care strategies.
- **_Policy and Procedure Documentation:_** Regularly update the customer care manuals and procedures to reflect current best practices.

**About you**:

- Proven experience of at least** 5 years** in a** customer care management role**, with a track record of creating and implementing **premium customer care** **initiatives**.
- **Excellent communication** and interpersonal skills in both **French** and **English**, Spanish will be an advantage.
- **Strong leadership **and team management abilities, with a focus on fostering a culture of **premium customer care** **within the team**:

- Ability to **analyse data** and **extract actionable insights** to drive **premium customer care strategies**.
- **Exceptional** **problem solving** and ability to handle difficult situations while maintaining a focus on providing **premium customer care service**.
- Knowledge of customer service software and **CRM systems**:

- Hands on approach for a deep understanding of day-to-day customer dynamics

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