H & M Hennes & Mauritz CZ, s.r.o. |
H & M Hennes & Mauritz CZ, s… |
Nové Město, Praha
Nové Město, Praha
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dnešní
Grafton Recruitment s.r.o.
Customer service Process Lead
Praha
Tahle nabídka už je sice pryč, ale není důvod zoufat.
Společnost Grafton Recruitment s.r.o. hledá pracovníky i na další pozice:
Zobrazit nabídky firmyNebo se podívejte na jiné zajímavé pracovní příležitosti ve vašem okolí:
O nás
Jsme personální agentura, předním poskytovatelem řešení pro nábor, talent management a lidské zdroje s více než 30 lety zkušeností, a jako takoví jsme jednou z největších nezávislých společností v Evropě.
Naši lidé se řídí instinktem a vždy hledají inovativní a individuální řešení pro klienty a jejich výzvy v oblasti talent managementu, se kterými se denně na trhu setkávají.
Working on international projects focusing on Designing – Leading – Implementing and Optimizing processes, to make our customer service teams accross the Europe Middle East and Africa region function effectively → that will be your main task!
Do you have what it takes?
Principal responsibilities:
- Develop, implement and maintain processes (e.g. Order Management, Invoicing, Complaint Management…), systems and tools used within the Customer Service team
- Implement best practices and encourage innovation
- Constantly improve service and productivity by leading continuous improvement initiatives
- Institute and formalize the assessment of the business and customer needs by leading the development and collection of Voice of the Business / Voice of the Customer surveys.
- Monitor and report key metrics using next generation dashboards to capture performance towards customer focused goals and to identify area of improvement
- Drive a root-cause analysis mindset and perform front-line analysis when appropriate
- Coordinate the required product and system trainings with appropriate stakeholders to ensure a high competency level within the Customer Service team
- Representing the department in cross-functional meetings
- Adhering to company culture and department guidelines
REQUIREMENTS:
Education:
- bachelor degree in business or administration
- proficiency in English (any other major EU language is an advantage)
Experience:
- experience with project management and project implementation
- experience with Customer service
Competencies:
- analytical, methodical and accurate personality with strong focus on quality
- ability to commit and take ownership
- communication skills, reporting and presentation skills
- eye for detail and strong drive for continuous process improvement
- Lean or Six Sigma certificate is a plus, experience with related process improvements is a huge plus
BENEFITS:
- 5 weeks of vacation
- 5 sick days
- Cafeteria
- Meal vouchers
- International environment
