Head of Customer Care Poland

Your Responsibilities

• Overall responsibility for the development, performance and maintenance of the Customer service activities for the Polish branch (incl. Service, Field Service and Tender Management)
• Meet your targets and those of the Team as a whole
• Efficient running of the Team
• Ensure ongoing development and training of the 6 Team Members (professional skills as well as soft skills)
• Achieve maximum profitability and growth in accordance with our Evident Company targets
• Direct and manage all the Customer service activities (incl. Service, Field Service and Tender Management)
• Manage, monitor and if needed, improve, the overall performance of the Customer Services Team
• Effective liaison, support and assistance between Customer Services Department and relevant internal and external stakeholders
• Maintain and improve mechanisms for surveying and measuring Customer satisfaction (in alignment with our global Customer satisfaction strategy)
• Ensure Customer compliant management mechanisms are in place, monitored and managed
• Utilize CRM system to manage the functions of receiving, assessing, analyzing, resolving and documenting Customers’ issues and complaints in accordance with agreed requirements
• Development of plans for Customer services activities to include Customer management  to achieve satisfaction targets
• Support to all other departments with Customer service and related issues
• Establish reporting on a monthly basis or as otherwise required to achieve maximum transparency within the team and internal stakeholders
• Actively set up and take measures for Team development (in Poland as well as across EMEA)
• Set an example for Team Members of commitment, Customer service knowledge, work ethics and habits and personal character.

From time to time you may be expected to be part of special projects as are reasonably required of your job role even where these fall outside of your own department/team. If needed, be ready to take over operational work and make sure sustainable solutions are set up.

Requirements