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Customer Experience Manager
Allegro sp. z o.o.Kórnik30+ days ago
Job descriptionHave min. 4 years of experience managing a team in the customer service area and work according to the "customer first" principle Industry insights : You possess a strong understanding of the transport services market, with a preference for expertise in logistic claims services. You're familiar with industry trends and challenges Have knowledge of operational management and quality metrics and performance measurement in customer service Have a very good command of the English language (min. B2+ is a must) Are goal-oriented, able to analyze data, draw conclusions and make recommendations based on it Care about the atmosphere in the team, are communicative and able to work in a team and effectively cooperate with different areas and levels of the organization (e.g. : IT area, Commercial team, DEX) Show initiative, are creative and innovative, and take responsibility for their actions Find themselves in a dynamic environment and can manage change Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers) Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues) sharing the costs of sports activities private medical care sharing the costs of foreign language classes sharing the costs of professional training & courses life insurance flexible working time integration events no dress code leisure zone extra social benefits
Customer Experience Manager
Miejsce pracy : Poznań
Your responsibilities
- Lead and mentor an international team of 2-3 Customer Experience Leaders and experts in the CX Delivery Area, to deliver high-quality service and exceed performance targets.
- You will take care of the development of service and care of delivery support processes, solve complex customers, merchants and couriers problems
- You will support the development of the teams' competencies and ensure effective communication between them
- You will set goals based on Allegro's strategy, monitor and report team performance (efficiency, productivity, KPI realization, cost to GMV) - with main focus on logistic processes such as logistic claims, communication with carriers, and internal clients
- You will own the process flow, create and implement projects and initiatives to increase satisfaction of Allegro customers and improve the quality standards of their support
- Identify and remove barriers and limitations of efficiency and quality of service development and increase efficiency and productive and transactional time
- Collaborate with cross-functional, international teams, including Commerce, Delivery Operations, and Tech to advocate for CX delivery needs and drive initiatives to enhance their experience.
- Stay up-to-date on industry trends, best practices, and competitor activities to provide insights and recommendations for improvement.
- Handle escalated merchants’ issues and complaints, demonstrating empathy and professionalism in resolving problems and ensuring merchant satisfaction.
- Contribute to the development of training plans to support ongoing learning and development within the team.
- Foster a positive and inclusive team culture that promotes collaboration, innovation, and continuous improvement.
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Customer Experience Manager • Kórnik