Team Leader, Customer Experience

Your main responsibilities:

- Manage the subordinate team to ensure the best quality and efficiency of customer service.
- Communicate operational and business objectives to the subordinate team.
- Monitor performance of the subordinate team both in terms of performance and quality of work.
- Provide feedback to the subordinate team and units on the results of their work, including implementation of o2o meetings.
- Develop the subordinate team by identifying areas for improvement in quality and efficiency of service and planning corrective actions to improve.
- Identify causes of customer dissatisfaction and process gaps and communicate them to support teams such as Quality and Development and BPM.
- Collaborate with other leaders and managers and support the teams of Quality and Development, Scheduling and Traffic Managament, Business Process Managers to ensure best quality and efficiency of customer service.

This is the right job for you if:

 

• You have an excellent understanding of the Allegro platform (from the Buyer's perspective) and the e-commerce market.
• You have experience in omnichannel customer service.
• You have proficiency in consumer rights, complaint processes, and post-purchase service is welcome.
• You are able to communicate in English (at least B1/B2 level) 
• You have experience in process management and knowledge of process management methodologies.
• You are familiar with customer service KPIs (e.g., ASA, NPS, FCR).
• You demonstrate a process-oriented mindset and look for solutions ("ways"), not excuses ("reasons"), to meet the expectations of Partners and internal clients.
• You are familiar with CRM and WFM systems.
• You have strong analytical skills (working with data) and organizational skills (including excellent self-organization).
• You can demonstrate initiative and a proactive approach to assigned tasks.
• You can serve as a role model for others in terms of personal culture and interpersonal skills.
• You are collaboration-oriented and capable of engaging others.
• You are highly adaptable to changing conditions and open to change.

 

What we offer:

- Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
- A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
- English classes paid for by us.
- A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
- A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
- Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.

And that's just the beginning! You can read more about the benefits here.

#goodtobehere means that:
- You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
- You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
- You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
- You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.

Send us your CV and… see you at Allegro!