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Başvuru Sayısı
164 başvuru
Çalışma Şekli
Tam Zamanlı
Tecrübe
En az 2 yıl tecrübeli
Başvuru Sayısı
164 başvuru
Departman
Müşteri Hizmetleri / Çağrı Mer...
GENEL NİTELİKLER VE İŞ TANIMI
AVANSAS OVERVIEW
The Avansas family, which has grown rapidly since its establishment and has become a pioneer in its field, is waiting for you to run together towards the goals of tomorrow!
We draw our strength from our youth and our vision.
With this strength, we are Turkey's largest invested and organized company in the workplace supplies market. We aim to carry our leadership experience in Turkey abroad with our investments in the UK region. In the Retail sector, we started to make a name for ourselves with the stores we opened.
We would like to see you among us with your vision that will add strength to our strength.
JOB POSITION – KEY ACCOUNTS CUSTOMER SERVICES MANAGER
This role is a key position to be part of a dynamic Customer Services Team, who are responsible for understanding the needs of our customers and to work proactively in dealing with their queries, issues or complaints. Avansas are committed to giving the best customer experience possible.
The Key Accounts Customer Services Manager will play an important role in helping to develop a customer centric culture in their Team, leading by example with a strong focus on results.
- To ensure the timely response of customer requests via phone and e-mail in order to meet SLA’s e.g. service levels, order entries, special reportings, complaint handling, quality measures.
- Develop robust capacity planning according to Key Account Team’s portfolio to ensure service quality needs are met.
- Monitor call and process quality including closed loop feedback to both agents and the business.
- A strong focus on agent development using coaching, online training and compliance checks on an ongoing basis.
- Works in partnership with our Supply Chain & Logistics, Sales and Finance Teams on End to End Order Management queries to ensure timely delivery of complete customer orders,and invoicing.
- Supports Sales Teams with dedicated Customer Services support with portfolio management set up.
- Works proactively to avoid customer dissatisfaction at all times, including ongoing root cause analysis.
- Actively engaged in process improvement opportunities and customer experience projects to continually improve customer satisfaction.
- Monitor communication channels such as Key Account IVR, email etc., to ensure customer needs are being met.
- To support ongoing development of Avansas Online Support capabilities.
- Leads regular meetings with Key Account Customers, other team members and departments to continually improve customer experience.
GENERAL QUALIFICATIONS
- Minimum 2-4 years proven experience from a similar role, B2B Customer facing role with portfolio management, a Call Centre background would be helpful but not essential.
- Desired competencies include a strong focus on the Customer, Decision Making, Problem Solving, Prioritisation and ensuring a good work life balance for your Team.
- Ability to set-up, facilitate and lead customer service improvement initiatives.
- Excellent in data analysis and the use of Microsoft Office, Word, Excel, Outlook and PowerPoint.
- A ‘completer-finisher’ taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success.
- Good verbal and written communication skills and the ability to interact professionally with others.
- Ideally we are looking for colleagues with a good command of English.
Aday Kriterleri
Üniversite(Mezun), Yüksek Lisans(Öğrenci), Yüksek Lisans(Mezun)
İngilizce(Okuma : İleri, Yazma : İleri, Konuşma : İleri)
Müşteri Hizmetleri Müdürü pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Müşteri Hizmetleri Müdürü Müşteri Hizmetleri Müdürü Maaşları Müşteri Hizmetleri Müdürü Nasıl Olunur? Müşteri Hizmetleri Müdürü Nedir? Müşteri Hizmetleri Müdürü İş İlanları
E-ticaret
Hakkımızda
Şirket Sayfasına GitYan Haklar
Servis, Yemek Kartı (Ticket, Multinet, Sodexo vb.), Yemekhane.
Avansas İş İlanları
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Müşteri Hizmetleri Müdürü pozisyonu ile ilgili daha detaylı bilgi almak ya da diğer iş fırsatlarını incelemek için aşağıdaki sayfaları inceleyebilirsiniz.
Müşteri Hizmetleri Müdürü Müşteri Hizmetleri Müdürü Maaşları Müşteri Hizmetleri Müdürü Nasıl Olunur? Müşteri Hizmetleri Müdürü Nedir? Müşteri Hizmetleri Müdürü İş İlanları