Customer Experience Manager

Good Job! Good Life!

The HeadHunter Group is an innovative Staffing and Recruiting Company with HQ in US, Dover, Delaware, operating in Canada, Albania, Kosovo, Montenegro, North Macedonia, Bosnia & Herzegovina, Bulgaria, Serbia, Cyprus, Greece. We offer the newest mentality in Staffing industry, and our core business are Candidates and Clients.

For our client a leading omni-channel, multi-brand and direct-to-consumer retailer with significant scale and reach across Central and Eastern Europe, we are looking for a Customer Experience Manager, in Prishtina.

Responsibilites:

• Ensures that the companys customers receive high-quality service and remain satisfied at every stage of communication with the company.
• Leads, organizes, and motivates the Customer Experience Department team to guarantee the highest standards of customer service and compliance with company policies.
• Analyzes and handles customer issues and complaints until they are fully resolved.
• Sets clear objectives and strategies for the continuous improvement of customer service.
• Develops and implements procedures, policies, and standards for the efficient operation of the Customer Experience Department.
• Ensures accurate record-keeping and documentation of all actions and communications with customers.
• Analyzes statistics and prepares regular reports on product returns, complaints, and other performance indicators.
• Recruits, trains, and develops customer service staff, creating a positive and motivating work environment.
• Implements best practices to improve processes and the efficiency of the Customer Experience Department.
• Establishes clear KPIs for the team, monitors their performance, and takes measures to improve results.
• Organizes and manages the daily operations of the Customer Experience Department and ensures staff well-being and motivation.
• Ensures that invoice generation in the companys internal systems is carried out accurately and on time so that the transport company receives orders according to the plan.
• Monitors and manages orders in backorder status, invoices not generated due to product shortages, and coordinates the supply of products and invoice generation.
• Monitors the service of the transportation company for order deliveries and reports on the progress of this process and the level of customer satisfaction.
• Ensures up-to-date knowledge of all company products and services in order to professionally address customer requests and complaints.
• Provides accurate information and guidance to customers regarding the companys products and services.
• Provides suggestions for product improvements based on customer complaints and feedback.
• Ensures that complaints and product returns are registered accurately and on time in the companys software systems, verifying their validity.
• Ensures that all customer complaints are properly recorded and addressed within the defined timeframes.
• Ensures that customers receive timely responses and are informed about the status of their requests or complaints.
• Coordinates and supervises the work plan of the technician/service staff for the companys products.
• Ensures that customers are informed in a timely manner in case of order delays.
• Takes measures to reduce the percentage of returned packages by ensuring efficient and timely handling of all customer complaints.
• Works closely with the Call Center Manager, Telemarketing & Outbound Call Center Manager, Inbound Call Center Manager, Retail Manager, Brand Specialist, Demand Plan & Stock Manager, Warehouse Manager, and other sales channel managers to coordinate processes and improve customer service.
• Performs any other reasonable duties in accordance with their qualifications and experience, as required by the Head of Sales or company needs.
• Reports to and is directly accountable to the Head of Sales and the Managing Director.

Note: Please note that only shortlisted candidates will be invited for an interview.

Our client offers equal opportunity for everyone, and no person shall be discriminated against on the grounds of age, gender, sexual orientation, disability, nationality, ethnic background, race, skin color, religion or ideology, political persuasion, social background or marital status.