Customer Service Manager

hace 4 días

Massanassa Valencia provincia, 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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