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Информация за работна оферта Global Customer Support Manager, Информация за фирмата
Лице за контакти Весела Лачева
Поща career@swu.bg
Публикувана на 01/01/1970
Информация за работа
Оферта Дистанционна работа
Категория Търговия, Продажби - Продавачи и помощен персонал
Работно време Пълно работно време
Публикувано 11/25/2022
Изисквания
Минимално образование Университет
Завършено образование
Минимален опит По-малък от година
Статут на работна оферта
Начало на публикуване 11/25/2022
Край на публикуване 12/11/2022
Място
Кратко представяне

ZigZag Global is a SaaS platform helping retailers manage returns domestically and globally. Our mission is to assist retailers in becoming more sustainable, cut costs, improve customer satisfaction, and to get stock back in the supply chain faster. We are growing fast, and we are proud to have some of the major names in e-commerce as our clients, picking up numerous industry awards along the way.

Our Global Customer Support team are the 1st support for clients and carriers. The position of Global Customer Support Manager requires you to demonstrate a level of understanding with the ZigZag Global platform to allow you to effectively deliver the Client Success strategy, through effective management of the Global Customer Support team, in all aspects, as they work to resolve client issues within an agreed SLA. You must show willingness to work on various tasks in a dynamic company and pay attention simultaneously to multiple tools as well as be able to multitask and keep deadlines.

Key Responsibilities:

  • Implement and deliver the Client Success strategy through effective management of the Global Customer Support team
  • Drive client satisfaction through service, ensuring the Global Customer Support team are handling client queries within an agreed SLA, remaining professional and providing accurate resolution with a solution focused mindset
  • Deliver on time recruitment and resource planning, to ensure the correct coverage is scheduled to support business needs as our client base grows
  • Maintain quality service through the development of the Global Customer Support team, through regular performance reviews with team members, identify key stills and areas of interest for the team members
  • Ensure continuous training for team is being delivered to support individual’s development needs, from building out a comprehensive onboarding and continuous training plan
  • Define and document existing processes to increase efficiency, working with the appropriate department stakeholders and identify gaps in knowledge and process to meet the evolving business requirements
  • Provide the business with key insight contact volumes, client and customer pain points and team performance, escalating issues as required to internal stakeholders with intention of providing timely resolution
  • Develop close working relationships with internal technical teams to ensure a collaborative approach to delivering customers with service continuity, both with existing and new features of the portal
  • Identify gaps in knowledge or processes and work with the appropriate department stakeholders to increase efficiency and meet the evolving business requirements
  • Run projects to enhance client and customer journey to ensure smooth flow of returns through the portal and beyond
  • Represent the wider Client Success team with regular onsite presence in the Varna office and support both Global Customer Support team and Client Executive team deliver key department objectives
  • Role model behaviours and company values to the Global Customer Support and Client Executive teams
  • Demonstrate a willingness to go above and beyond the key responsibilities of the role


Desirable Skills & Experience:

  • Previous experience in a Customer Service role
  • Experience in managing a team
  • Client-focused solutions experience
  • Able to absorb and apply detailed knowledge of the ZigZag platform
  • Proficient in Microsoft Office suite
  • Excellent time management
  • Ability to manage multiple cases and relationships simultaneously
  • Strong attention to detail
  • Strong communication skills, both in verbal and written form
  • Fluency in English essential
  • Logistics/SaaS Sector experience is preferrable
  • Requirements
  • Previous experience in a Customer Service role
  • Experience in managing a team
  • Client-focused solutions experience
  • Able to absorb and apply detailed knowledge of the ZigZag platform
  • Proficient in Microsoft Office suite
  • Excellent time management
  • Ability to manage multiple cases and relationships simultaneously
  • Strong attention to detail
  • Strong communication skills, both in verbal and written form
  • Fluency in English essential
  • Logistics/SaaS Sector experience is preferrable

Benefits

  • Competitive salary commensurate with experience and education
  • Collaborative working environment
  • Opportunity to develop and grow
  • Additional helath insurance with dental service included
  • Sodexo vouchers
  • Multi-sport card
  • Parking place
  • Great office location

If you are interested, please send your CV along with a cover letter, both in English.

Предпочитани умения

Месторабота:София

Кандидатствай:https://www.jobs.bg/job/6593587