| Описание: | About the Company: We are a leading American company specializing in the sale of fuel cards for truck drivers across the country. Our goal is to provide customers with convenient and cost-effective solutions for managing fuel expenses. As we expand, we are seeking a Head of Customer Service Department who will coordinate the work of our customer service team and ensure a high level of support for our clients.
Responsibilities: - Team Coordination: Manage and organize the work of customer service specialists, monitor task completion, and ensure adherence to service standards.
- Quality Assurance: Ensure that all specialists provide high-quality customer support, respond promptly to inquiries, and efficiently resolve issues.
- Training and Development: Conduct training, coaching, and development programs to enhance the qualifications of customer service specialists.
- Monitoring and Reporting: Track key performance indicators (KPIs) of the team, analyze employee performance, and provide reports to management.
- Process Management: Improve customer service procedures and propose solutions to increase the department’s efficiency.
- Escalation of Complex Issues: Participate in resolving complex or unique customer inquiries, assisting specialists in finding solutions.
- Cross-Departmental Collaboration: Work with other company departments (sales, finance, logistics) to address customer issues comprehensively.
Requirements: - English Proficiency: C1 level or higher.
- Experience: 1-3 years of experience in managing a customer service team, preferably in logistics, transportation, or fuel card sales.
- Leadership Skills: Proven experience in leading and coordinating a team, with the ability to motivate employees and achieve high results.
- Communication Skills: Excellent verbal and written communication skills, with the ability to work effectively with clients and within the team.
- Organizational Skills: Ability to effectively plan, organize, and manage workflows while handling multiple tasks simultaneously.
- Analytical Skills: Ability to analyze data, assess team performance, and make informed decisions.
- Technical Knowledge: Experience working with CRM systems and customer service management software. Experience with regulatory documentation is a plus.
We Offer: - Competitive salary.
- Full benefits package (including health insurance and gym membership).
- Opportunities for professional development and career growth.
- Working hours from 6 pm till 2 am.
- Supportive work environment and strong corporate culture.
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