Gigg från: Scandinavian Good Business AB
Head of European Customer Service
We are looking for a Head of European Customer Service with a background as a customer service manager or equivalent used to driving change and improvement on a daily basis. This is a role with the opportunity to own and grow while implementing our customer care philosophy in a successful, international Direct-to-Consumer environment. We need a leader with a fresh mind-set to accelerate the transformation in each of the national customer care centers assisting them in their ambition to serve our customers with an outstanding customer focused customer service. This job gives you the unique opportunity to drive the European Customer Care in a well-run, expanding European Direct-to-Consumer company. Your challenge There are three main parts to this role; firstly leading the relationship with our outsourced customer care providers in each regional market, to deliver world-class and brand defining customer care and secondly capturing and using data and insights to drive better understanding of the customer journey and where we can make improvements – working with key stakeholders to make these improvements a reality. The third area is operational excellence, this is more retrospective and involves complaints, quality and root cause. This role reports to the Regional Sales & Customer Care Manager. We are a Direct-to-Consumer company founded in 2009 with a flat organization with a Go-Get-Attitude and we work with speed and engagement in a collaborative manner. As we are in a phase of setting up our European organization and developing processes and tools while growing at a high speed a strong mind is required to manage the level of complexity and fast decision taking. Your tasks Working as part of the Sales & Customer Care Team you will maintain and improve the functional and well-established customer care system used in the existing markets while implementing & maintaining it in new regional markets to support the operational partners in their aim to deliver an outstanding and customer experience for us. Maintain, develop and implement the existing customer care system to help our operational partners deliver an outstanding personalized customer experience Work collaboratively with our customer care service providers in each market to deliver a world class customer care experience for our customers. Manage the commercial and operational relationship with the service providers ensuring staffing levels, recruitment and service levels are delivered in line with contractual obligations, business requirements and projected call volumes Be obsessed about the customer and be passionate about the user experience. You will build a relationship and lead a number of service providers to help understand and build innovative customer journeys that underpin exceptional customer experience Use data, analytics and insight to create and continually enhance the performance of the service providers Inspire, coach and support a team of high performing service providers to deliver the best possible experience to our customers, and proactively manage internal and external stakeholders Competence and experience are important, but personality and drive are key You will most likely be an experienced Customer Service Manager with customer obsession at your core. In this role it´s important to be able to work closely with our Outsourced Contact Centers. You are comfortable with managing budgets and have excellent numerate skills, allowing you to lead with a commercially balanced view Possess strong communication skills – both written and verbal You thrive in fast paced, autonomous working environments You are a hands-on leader with operational experience Have demonstrable experience of analyzing customer data and insight which ensure the customer journey and experience is at the heart of everything we do You are fluent in written and verbal Swedish, English and Polish We are a Direct-to-Consumer performance company, determined to improve the daily lives of our customer. Our focus is on high quality, uncompromised design and user-friendly products and services. Our brands are distinguished by Swedish industrial design and breath the purity of timeless style and form that has made Scandinavian design famous around the world. Our office is located in the heart of Stockholm with an abundance of restaurants and easy access to public transportation. Around 25% of your time will be spent on the road visiting our customer care centers around Europe. Is this you? Do not wait with your application! We will start the recruitment process immediately. Öppen för alla Vi fokuserar på din kompetens, inte dina övriga förutsättningar. Vi är öppna för att anpassa rollen eller arbetsplatsen efter dina behov.
Scandinavian Good Business AB
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