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Job Positions

Head of B2C Customer Care and Experience Department

General Information

Country: Albania

Company HQ: Tirane

Job location: Tirane

Overall description of the company: A place where change means opportunity for progress and innovation. A place where people with the ambition for peak performance can go beyond what is today and create what is tomorrow.
Work and grow with “ONE”!

Purpose of Position: A Leading position within the organizational structure of One Albania, directly reporting to the Chief Commercial Consumer as N-2 level, managing a team of more than 70 employees. Responsible for overseeing and managing all aspects of the customer care department to provide excellent customer service and to promote this idea throughout the organization.

Key Responsibilities:

Develop and implement customer service policies and procedures to ensure efficient and effective operations and to improve the customer service experience.

Lead and manage the team of customer service representatives, providing guidance, training, and support to ensure exceptional customer service delivery.

Setting Performance Metrics. Establishes and monitor key performance indicators (KPIs) for the customer service team, such as response time, customer satisfaction scores, and resolution rates, to ensure service quality meets company standards.

Monitoring Customer Feedback. Oversee the collection and analysis of customer feedback through surveys, reviews, and direct interactions, using this data to improve service delivery and address customer concerns.

Handle escalated customer complaints and issues, ensuring prompt resolution and customer satisfaction based on the company’s KPIs.

Collaborate with other departments, such as sales, marketing, IT, Technology etc., to align customer service strategies with overall business objectives.

Stay updated on industry trends and best practices in customer service, and implement innovative approaches to enhance customer satisfaction and loyalty.

Oversee the implementation and utilization of customer service software and tools to streamline processes and improve efficiency.

Develop digital touch point of interaction with the customers.

Conduct regular performance evaluations of customer service team members, providing feedback and coaching to drive continuous improvement.

Handling Escalated Issues. Takes charge of complex or high-stakes customer issues that require advanced problem-solving or negotiation skills.

Budget Management. Manages the budget for the customer care department, ensuring that resources are allocated effectively and that cost-saving measures are implemented without compromising service quality.

Compliance and Risk Management: Ensures that customer service practices comply with relevant laws and regulations, and they manage risks related to customer interactions and data privacy.

Job Requirements

Education: University Degree, preferably in Marketing, Business Administration, Human Resources, Communication, Operations management or other related fields.

Experience: A least 10 years of proven working experience as a Customer Service, Retail, Marketing, CRM, or any other related managerial position in commercial.

Required Skills: Customer service and Customer Centric orientation, equipped with strong administration, reporting and monitoring skills. Excellent analytical, communication and coordination skills with a deep knowledge of management methods and techniques. Problem solving and support approach. Working knowledge of customer service software, databases, tools and awareness of industry’s latest technology trends and applications. Ability to think strategically to lead with a strong client-facing skills.

Check what the job entails, and submit your application. Please be thorough in reading all the abovementioned duties and specifications for the available positions, as well as researching things which are related but not mentioned above.

Deadline: 09/25/2024

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