Customer Care Manager
Customer Care Manager
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Job Description
Your mission:
As Customer Care Manager you will be responsible for motivating and coaching our customer care team to ensure an excellent customer journey for our customers in Poland. You set up a customer care strategy develop loyalty programs and actively contribute to achieving a high customer satisfaction.
What else will you be doing as Customer Care Manager
Supervise daytoday operations in the customer care and order processingdepartment;
Responsible for all HRrelated topics such as hiring development offboarding etc.;
Create and implement effective customer service procedures policies andstandards around invoicing cancellation processes customer contracts complaint management keeping our CRM updated and so on;
Lead customer care related projects such as cNPS or the further development of our ERPsystem (Ms Dynamics);
Track and report daily performance management and KPIs use this data to improve every day;
Work closely together with colleagues from sales and service in order to ensure a great customer experience.
How will you contribute to an excellent customer experience
At CWS we are looking for the right personal and cultural fit. You have a passion for your customers as well as your employees enjoy working performancedriven and have an entrepreneurial spirit.
You have at least 5 years experience in successfully leading teams within a customerdriven environment;
You have a proven track record in designing and implementing customer processes guidelines etc. in which you make sure to in incorporate every touchpoint of the customer journey;
Extensive knowledge of customer care operations such as ordertocash in and outbound calls etc.;
We can describe you as a strong communicator and analytical thinker who can drive change;
Skilled in Excel experience with Salesforce SAP and/or Ms Dynamics is an advantage;
You are fluent in Polish and English.
What is in it for you
Working at CWS means working in a dynamic and challenging environment where no day is the same. We are a large European organization where you can learn and develop a lot. Our core values are to think customer first empower others improve every day compete for success and take ownership.
We offer a good salary package a company car (incl. private usage) and various competitive secondary advantages.
About CWS Hygiene:
CWS Hygiene is market leader in the field of sustainable hand and toilet hygiene and floor care. We have strong growth ambitions in CEE to facilitate customers in their hygienic needs.
Together with 4000 employees spread across 15 countries we contribute to a healthier and safer tomorrow. Together we make the difference. Will you help
Required Experience:
Manager
Employment Type
Full Time
