Customer Service Back Office Team Leader
Prague, Czech Republic
před 4 dny

Job Description

The purpouse of the role is to :

  • toensure the effective customer care for existing customers by leading customer service back office team to respond in the most effective way to the requirements of the customers.
  • maintain asset protection KPIs under control as well as developing most effective way for analysis and following preventive and corrective actions in case of KPI deviation.
  • Your responsibilites :

  • Lead the team towards meeting the customer service back office KPIs
  • response times, service levels, customer satisfaction and asset protection targets)

  • Develop the competencies and skills of the back-office team
  • Ensure the services and processes are aligned with company policies and procedures
  • Pro-active communication with internal stakeholders (commercial team, logistics execution, planning and carrier management)
  • Resolve the daily issues and pro-actively avoid possible issues
  • Coordinate the internal projects and initiatives (pricing, CRM)
  • Keep operational responsibility for large and most complex customers
  • Lead the customer onboarding process
  • Proactively propose changes to improve the service and improve the efficiency of customer services
  • Who we are looking for?

  • 3 years of experience in customer service back office or similar role (responsibility to deal with customer requests)
  • People manager experience
  • Worked and was responsible for financial and non-financial KPIs
  • Good English in verbal and written form, fluent Czech or Slovak
  • Analytical skills with strong excel
  • Ability to deal with complex issues, synthetize and come up with innovative recommendations
  • Strong collaboration and relationship building skills
  • Data analysis and interpretation within a broader business context
  • Ability to design actionable plans for others
  • Strong project management skills
  • What do we offer?

  • Annual bonus depending on personal & company performance
  • Cafeteria system, Multisport card, meal vouchers, sick days, pension scheme, additional holiday days
  • Options to purchase CHEP / Brambles shares
  • 3 days paid leave for volunteering
  • Currently we’re working mostly from home while our office is located at Karla Engliše 3219 / 4 in Anděl, Prague
  • Sounds interesting? Apply!

    High School

    Preferred Level of Work Experience

    1 - 3 years

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