H & M Hennes & Mauritz CZ, s.r.o. |
H & M Hennes & Mauritz CZ, s… |
Nové Město, Praha
Nové Město, Praha
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O nás
Our client holds the distinction of being the first in the world to invent the winter tire in 1934. With a strong foundation, they remain dedicated to driving innovation and advancing their premium technology. Operating in more than 60 countries globally, we are actively seeking experienced professionals and aspiring talents to join their team.
What will be the principal accountabilities, duties and responsibilities:
- Supervise and coordinate day-to-day activities within the CS team.
- Coach, counsel, and train the CS team.
- Monitor the workload and redistribute tasks within the team if needed.
- Ensure adequate staffing for working shifts.
- Monitor the status of open issues and tasks, and provide follow-up.
- Monitor team performance based on agreed Key Performance Indicators (KPIs) and take necessary actions if targets are not met.
- Serve as a contact point for internal customers and other stakeholders.
- Ensure that unit activities comply with business procedures and workflows.
- Evaluate employees' performance, provide feedback, and conduct necessary performance and development reviews, including ratings.
- Recommend process changes to accommodate customer requirements.
- Take ownership of customer survey outcomes to measure and enhance customer satisfaction in relation to the sales process.
- Provide regular feedback to the Customer Service Manager.
- Actively participate in the recruitment process for new Customer Service Specialists.
To be successful in this position, you need:
- Strong planning and organizational skills.
- Excellent communication skills.
- Ability to handle stress and remain composed in challenging situations.
- Proficiency in working with various information systems.
- Capability to effectively implement changes.
- People-oriented mindset and ability to work well within a team.
- Advanced skills in MS Excel.
- Fluent proficiency in spoken and written German and English.
What do we offer for it:
- 5 weeks of vacation
- 5 sick days
- Meal allowance
- Benefits for sports, culture, leisure
- Company laptop
- Further education system
- Team building activities
- Language courses fully covered by employer
- MultiSport card
- Financial bonus
