Customer Service Process and CRM Manager

4 settimane fa

Varna Vahrn, Italia myPOS A tempo pieno

**Here is a bit more about us**:
When we started myPOS we believed that all businesses and entrepreneurs should be able to leverage the power of card payments and modern technology to grow and thrive. Now we are proud to say that 10 years later we brought that belief to life, with offices in various European countries, over 170,000 clients and a strong team of talented professionals, myPOS is creating the future of payments.

As the Customer Service Process and CRM Manager, you will play a vital role in enhancing customer satisfaction, optimizing processes, and maintaining strong customer relationships. You will oversee a team of dedicated customer service professionals, ensuring they are equipped with the necessary tools and knowledge to deliver exceptional service.

**Your key responsibilities will be to**:

- Manage and optimize CRM tools and software to ensure they are effectively utilized to support customer service efforts and to make data-driven decisions.

Support the development and implementation of a comprehensive CRM strategy to effectively manage customer interactions and streamline processes.

Identify opportunities to increase efficiency within the customer service department

Implement workflows to reduce response times and improve resolution rates.

Lead, mentor, and motivate a team of customer service representatives to consistently meet and exceed customer service targets.

Continuously assess and refine customer service processes. Identify bottlenecks and areas for improvement, implement best practices, and monitor key performance indicators (KPIs).

Establish and enforce quality assurance processes to maintain high service standards.

Work closely with the Customer Service Trainer to develop training programs enhancing the skills and knowledge of the customer service team.

Collaborate with other departments and key stakeholders in the company to ensure a seamless customer experience throughout the customer journey.

Generate regular reports regarding customer service performance, highlighting areas for improvement and progress toward goals.

**We are looking for someone with**:

- Bachelor's degree in Business, Management, or a related field.

Proven experience in customer service management and CRM strategy development.

Strong leadership and team management skills.

Proficiency in CRM software and data analysis tools.

Excellent communication and interpersonal skills.

Analytical mindset with the ability to make data-driven decisions.

Problem-solving and process optimization skills.

Results-oriented approach and ability to work in a fast-paced environment.

**What we offer?**
- A-class workplace in an open, friendly hi-tech environment;

The opportunity to work in a diverse and international team of professionals building together the future of Payment Solutions;

Attractive and motivating salary;

25 days Annual paid leave (+1 day per year up to 30);

Promotions and a salary review based on performance;

Full “Luxury” package health insurance including dental care and optical glasses;

160 lv. per month for lunch and snacks ( 8lv. per working day);

Exciting teambuilding events;

Opportunity to refresh in our facilities, including fitness, bowling and relax areas;

Did we mention free coffee, food and drinks at the office?

**Are you ready to take it to the next level?

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