Customer Care Lead (M/K)

For our client, a fast-growing international organization operating across multiple markets, we are looking for a Customer Care Lead (M/K).

We are seeking a hands-on professional who will combine day-to-day Customer Care responsibilities with the coordination of a small team and continuous improvement of customer service processes.

Key responsibilities:

• Coordinate and support a small Customer Care team of 2–4 employees;
  
• Oversee day-to-day customer service operations;
  
• Monitor the quality and efficiency of Customer Care processes;
  
• Track and analyze key Customer Care KPIs, including CSAT, SLA, FRT and AHT;
  
• Identify service issues and implement appropriate improvements;
  
• Analyze customer service data and prepare reports;
  
• Work with CRM systems to support effective customer communication and case management;
  
• Develop and improve Customer Care processes and service standards;
  
• Cooperate with other teams across an international organization.
  

Wymagania

• 3–4 years of experience in Customer Care or Customer Service;
  
• Experience in managing or coordinating a small team of 2–4 employees;
  
• English at B2/C1 level;
  
• Good knowledge of MS Excel;
  
• Experience working with CRM systems;
  
• Basic knowledge of Customer Care KPIs, including CSAT, SLA, FRT and AHT;
  
• Good analytical skills;
  
• Strong problem-solving skills and the ability to work independently;
  
• Good organizational and prioritization skills;
  
• Previous experience in setting up or implementing a Customer Care department would be an additional advantage.
  

Świadczenia

• Employment within a fast-growing international organization;
  
• Responsibility for a small Customer Care team;
  
• Opportunity to have a real impact on Customer Care processes and standards;
  
• Opportunity to contribute to the further development of the Customer Care function;
  
• Cooperation with international teams;
  
• Salary based on experience and qualifications.