Customer Experience Center Manager (Kktc) İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
The Adecco Group, based in Zurich, Switzerland, is the world’s leading provider of HR solutions. With approximately 33,000 FTE employees and over 5,500 branches, in over 60 countries and territories around the world, Adecco Group offers wide variety of services, connecting over 750,000 associates with well over 100,000 clients every day. The services offered fall into the broad categories of temporary staffing, permanent placement, outsourcing, consulting and outplacement. The Adecco Group is a Fortune Global 500 company.
We are looking for a ‘Customer Experience Center Manager’’ for a Digital Financial Services company inKKTC plant.
- Min 5 years of Contact Center Management or related experience.
- Ability to work in a fast-paced team environment
- Embrace and enjoy a changing and developing work environment.
- A highly skilled coach for customer service calls.
- Ability to identify best practices, train new starters, and share knowledge with existing team members.
- Deep understanding of online help desk communications, including social media.
- Experienced navigating CRM systems.
- Excellent writing, verbal, and leadership skills.
- Strong communication and presentation skills
- Proficient in both verbal and written English
- Willingness to Relocate to Turkish Republic of Northern Cyprus
- CryptoCurrency, BlockChain and Financial Services knowledge is a plus
Responsibilites
- Manage customers with an excellent customer service experience via telephone, email & social media
- Lead, coach, mentor and inspire our in-house customer support and transaction verification teams
- Set and support the delivery of KPI’s and development goals for the team that drive individual and company growth.
- Implement structure and consistency to the customer service calls that deliver measurable improvement in conversion rate
- Lead by example, completing calls alongside the customer service team.
- Implement, review and deliver training to ensure employees are able and confident to complete work to a high standard.
- Ensure brand values are demonstrated consistently across all customer service channels, including phone and online communication touchpoints (personal, reliable, convenient, innovative). Optimise productivity while maintaining brand and culture.
- Continuously improve training tools and resources used by the team and customers on items we accept and frequently asked questions.
- Resolve escalated customer complaints, seeking quick amicable resolutions to the satisfaction of the company and the customer.
- Maintain a positive culture with engaged and motivated employees.
- Assist in the development of the customer experience across the site and communication to ensure consistency.
- Develop a monthly summary on team performance and customer satisfaction for the COO.
Adecco is a private employment agency under Turkey Employment Organization's authorization 442 license number 10.12.2019
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