دیجی‌‌کالا | Digikala

تاسیس در ۱۳۸۴ کامپیوتر، فناوری اطلاعات و اینترنت بیش از ۱۰۰۰ نفر digikala.com

استخدام Customer Service supervisor

این آگهی منقضی شده است

دسته‌بندی شغلی

پشتیبانی و امور مشتریان
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حقوق

توافقی

شرح موقعیت شغلی

The Customer Service supervisor is a key strategic and operational role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers.

The Customer Service supervisor is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions/complaints across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.)

Create a culture and processes, which achieve the business goals and objectives about their customer service.

Improve achievement of KPIs for customer service, like NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other measurable Metric.

Empower and Engage the Customer Service Team

Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Stakeholders.

Accountable for identification of any potential risk issues.

Work effectively with all peers and the stakeholders to negotiate and influence customer improvements.

Coaches Customer Service Team in order to achieve high performance.

Job Requirements

Minimum B.S / M.S degree.

Extensive experiencing of supervising operational customer service teams with proven successful achievements.

E-commerce and FMCG experience is a plus.

Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

Proven relationship management experience at a senior, strategic level role.

Established track of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.

Demonstrate ability to motivate and communicate with others at all levels.

Influential relationships skills at all areas. Able to use these relationships to deliver service improvements.

Able to adapt and succeed in a changing environment.

Proven experience balancing multiple priorities and dealing with ambiguity.

Working with CRM & IT general software like MS-Office, MS-Project and performance evaluation Models are essential.

معرفی شرکت

ما در دیجی‌کالا به عنوان شرکتی که در حوزه تجارت الکترونیک فعالیت می‌کنه، به دنبال تحقق رویای «لبخندی برای همه ایران» هستیم. در همین راستا، با بهره‌گیری از فناوری‌های روز دنیا و توسعه مداوم سرویس‌های مبتنی بر تکنولوژی، ارزش‌های‌ خودمون رو در مشتری‌محوری، اشتیاق برای تعالی، کارگروهی و نتیجه‌گرایی دنبال می‌کنیم.
در گروه دیجی‌کالا امکانی فراهم شده تا ما با افراد با تخصص‌های متنوع در یک مجموعه فعالیت کنیم. علاوه بر این، با توجه به سرعت رشد بالا در دیجی‌کالا، امکان رشد و توسعه رو در مواجهه با چالش‌ها و استفاده از برنامه‌های توسعه و آموزش متنوع داریم.