Wyser is the international company within Gi Group in charge of searching for and selecting specialized middle and senior management. We are present in Brasil, Bulgaria, China, Croatia, Montenegro, Czech Republic, Spain, India, Latvia, Poland, Portugal, Russia, Rumunia, Serbia, Turkey and Italy.
For our client, the global company, we are looking for an experienced person for a position:

MANAGER OF CUSTOMER SERVICES DEPARTMENT

Responsibilities:

• Manage day to day activities Contact Customer Services team;
• Responsible for providing and maintaining a high level of customer satisfaction;
• Reporting to General Manager;
• Lead customer services team, provide development, growth and guidance for employees and setting goals, mission, and vision;
• Lead performance reviews and development discussions with direct reports, budgeting and costs;
• Establish and communicate performance criteria and metrics to support organization objectives for customer service;
• Responsible for Customer Service metrics, including accuracy, call-waiting time etc.
• Perform root cause analysis and find long term solutions to recurring issues. Propose effective counter measures to support high levels of customer satisfaction are maintained.
• Lead continuous improvement initiatives by continually developing procedures and processes to optimize order processing.

Requirements:

• 6+ years Business experience in Customer Service or/and Call Center with direct customer interface;
• Demonstrates strong initiative to drive improvement efforts;
• Experience in financial issues like budgeting, cost – effectiveness etc.;
• Able to work independently and self-driven;
• Excellent communication and interpersonal skills;
• Very good problem solving problem skills;
• Fluent English is required.

We offer:

• Very attractive salary
• Benefits
• Company Car