Global vendor professional lead
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
About Wolt
At Wolt we create technology that brings joy simplicity and earnings to the neighborhoods of the 2014 we started with delivery of restaurant food. Now were building the delivery of (almost) everything and youll find us in over 500 cities in 30 countries around the 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isnt always easy but its definitely exciting. Here youll learn more build more and ship more than in most other companies. Youll be challenged a lot but also have a lot of fun on the way. So if youre a self-starter with drive and entrepreneurial spirit this could be the ride of your life.
Job Overview
Maintaining customer satisfaction and experience by providing professional support to representatives while ensuring real-time quality control and monitoring of their performance. Professional Leads are responsible for achieving KPI targets as shift-level managers.
Responsibilities & Duties
- Provide professional guidance and consultation to our support associates abroad.
- Identify professional trends and develop solutions and implement them with the help of the team.
- Identify real-time knowledge gaps and collaborate with the content-training and quality team locally and abroad to address them.
- Monitor the performance of the agent support them and intervene in sensitive cases.
- Monitor agents with low CSAT during shifts provide real-time feedback and flag them to the relevant team.
- Handle manager calls and provide high quality support to our users (courier user and venue).
- Review and monitor returning chats from our teams abroad identify trends and suggest improvements.
- Collaborate with your colleagues abroad to meet our teams KPIs.
Skills & Experience Required
- Previous experience of at least 6 months as a certified on boarding trainer or prior experience as a Performance Lead or Professional Lead.
- Proven ability to motivate coach and professionally guide agents during real-time interactions with a focus on customer satisfaction and performance.
- Strong decision-making and prioritization skills with the ability to multitask effectively under pressure and shift rapidly between operational and professional responsibilities.
- Proactive solution-oriented and service-driven with a hands-on approach and strong sense of responsibility and initiative.
- Comfortable working in a dynamic high-paced tech-enabled environment with the flexibility to adapt to changing needs and priorities.
- Strong understanding of support tools and internal policies and the ability to guide others in applying them correctly (e.g. compensation policies macros TOV standards).
- Able to analyze data and operational KPIs identify trends or outliers and translate them into actionable feedback or process improvements.
- Excellent interpersonal skills including empathy assertiveness and the ability to build trust with agents peers and managers.
- Strong English communication skills including the ability to write professional messages and hold conversations confidently.
- Must be available for at least 4 shifts per week including mornings evenings and weekends.
- To begin with work from the office only.
Our Commitment to Diversity and Inclusion
Were committed to growing and empowering a more inclusive community within our company industry and cities. Thats why we hire and cultivate diverse teams of people from all backgrounds experiences and perspectives. We believe that true innovation happens when everyone has room at the table and the tools resources and opportunity to excel.
Required Experience:
Unclear Seniority
Key Skills
- Risk Management
- Data Entry
- Vendor Management
- Mobile Devices
- Workers' Compensation Law
- Automotive Diagnostics
- Live Chat
- Merchandising
- Contract Management
- Contract Negotiation
- Cash Handling
- negotiation
About Company
Wolt is a Helsinki-based technology company with a mission to bring joy, simplicity and earnings to the neighborhoods of the world. Wolt develops a local commerce platform that connects people looking to order food, groceries, and other goods with people interested in selling and deli ... View more
