Head of Customer Service

4 settimane fa

Milan, Italia Autohero A tempo pieno
Descrizione del lavoro

L'Head of Customer Service sarà a capo dell'intero dipartimento dedicato alla gestione del post vendita di Autohero; Dovrà garantire obiettivi di massima soddisfazione e puntualità verso i clienti che necessitano di supporto una volta acquistata la vettura, nelle varie fasi (Consegna, passaggio di proprietà, finanziamento e garanzia). Dovrà inoltre implementare, creare e analizzare sistemi di reportistica in ottica di controllo e sviluppo strategico e, con il supporto dei Team Leader, monitorare le performance degli operatori. 


Qualifiche

Cosa Farai:

  • Gestire, formare e sviluppare un team di Customer Service Agents  per garantire che gli obiettivi di qualità e produttività siano soddisfatti;
  • Sviluppare nuovi processi per aumentare la customer satisfaction, riducendo il numero di recall;
  • Condurre riunioni periodiche con il e i Team Leader, per mantenere l'attenzione e la motivazione sugli standard e gli obiettivi del Servizio Clienti;
  • Elaborare, implementare e analizzare la reportistica giornaliera;
  • Collaborare con altri dipartimenti e uffici per risolvere i problemi quando necessario.

Cosa richiediamo:

  • Esperienza significativa (almeno 5 anni) nella gestione e sviluppo di team in ambito Booking, Customer Service, in realtà multinazionali o ambito automotive;
  • Comprovate capacità di gestione delle persone, inclusa esperienza nella gestione di grandi gruppi, con ottima capacità di lettura dati inerenti le performance;
  • Stile di leadership ben definito, con comprovata abilità nel coordinare livelli intermedi come i Team Leader, motivare gli agenti, e superare le aspettative del gruppo;
  • Atteggiamento professionale, proattivo e positivo, con ottime doti relazionali (di ascolto), organizzative e di problem solving;
  • Ottima conoscenza della lingua inglese (requisito fondamentale);
  • Ottima conoscenza di Excel.

Cosa offriamo:

  • Contratto a tempo indeterminato CCNL Terziario - Commercio;
  • L’inquadramento e la RAL saranno commisurati alla reale esperienza maturata nel ruolo;
  • Forme di previdenza sanitaria e contributiva supplementari (Fondo Est, FonTe);
  • Ambiente energico e in forte espansione, giovane e informale, in zona Viale Certosa;
  • Concrete opportunità di crescita professionale in contesto altamente meritocratico e di respiro internazionale.


Informazioni aggiuntive

Il luogo di lavoro sarà presso la sede centrale di Milano  - Via Perin del Vaga 2 20156 Milano 

Il presente annuncio è rivolto ad entrambi i sessi, ai sensi delle leggi 903/77 e 125/91, e a persone di tutte le età e tutte le nazionalità, ai sensi dei decreti legislativi 215/03 e 216/03.

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