JOB DESCRIPTION:

• To build, lead, coach, develop and supervise a team of 7 – 15 team members based both in Prague and in countries of coverage.
• To secure and follow up on high standard of Customer Experience (phone calls coverage, backups, professional customer approach)
• Implement and identify improvement areas of all processes and procedures linked to Customer Service and technical adminitration (technician dispatching, service quotation, service report to order, service request documentation) in line with the Sr. Manager Customer Experience Diagnostics EMEA
• To distribute and organize the daily workload, take charge of escalations
• Handle approvals within the approval limits
• To build excellent relationship with stakeholders (sales, cash collection, finance, warehouse, technical support colleagues).
• To participate on stakeholders’ meetings, to represent the CS organization, to collect and action on Customer Experience feedback
• Lead and provide associates all necessary information, to organize training, to provide work instructions and tools to cover their roles.
• Ensure smooth team operations and effective collaboration.
• Ensure overall team performance on quality of the service provided such as speed to answer, order entry accuracy, case resolution time, back order communication etc.
• Supervise backorders to customers and implement corrective actions when necessary
• Assure fulfilment of the local Terms and Conditions of Sales: Returns, Discounts, Freight charges and Warranties&Complaints.
• Guarantee the customer experience cycle in all service incidents with sense of urgency, strengthening customer loyalty.
• To highlight with urgency any potential issues with provider or partner having impact on customer experience (for example: courier services, system issues, etc.)
• Secure appropriate team training.
• Hold regular one to one meeting with each member of the team to provide performance feedback and coaching. Performance for review
• To run regular team meetings, Daily Management follow ups with the team.

This Job is also suitable for persons with disabilities; attendance required – disabled-accessible building.

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JOB REQUIREMENTS:

• Poeple management experience in a customer facing team for minimal 3 years
• Strong leadership skills and team playing
• Stress resistance, strong structure and goal orientation
• Solid customer focus and service orientation skills
• Proven successful experience of building and developing teams
• Passion for getting results and continuous improvement skills
• Ability to build strategic work relationships and negotiate with internal and external customers
• Able to communicate effectively, provide constructive feedback, mentorship and coaching
• Advanced or proficiency English Level, plus Italian/Spanish/French/ or German proficiency level – C2
• Expert knowledge in SAP ERP systems, focus in the sales module
• Valuable knowledge as User in CRM systems
• Oral and writing communication skills

Please refer the Job description for details