Oferta pracy

Pracodawca zakończył zbieranie zgłoszeń na tę ofertę

Aktualne oferty pracodawcy

Pracodawca zakończył zbieranie zgłoszeń na tę ofertę

Aktualne oferty pracodawcy

Customer Care Partner Manager

zooplus Polska Sp. z o.o.About the company

  • Kraków

    Kraków, Lesser Poland
  • Offer expired 14 days ago
  • Remote recruitment
  • contract of employment
  • full-time
  • manager / supervisor

Your responsibilities

  • Own Service Partner Management: contracts, operational performance, steering, forecasting, workforce management, and general alignment,

  • Liaise with the Customer Care team and all Service Partner to understand their requirements,

  • Act as service provider escalation contact in case of disputes and/or non-achievement of SLAs,

  • Lead and assist local Customer Care teams in monitoring customer service performance and productivity in accordance with established respective requirements and goals,

  • Define and communicate Customer Care objectives to Service Partners and local Customer Care teams,

  • Supervise all projects and communication related to service provider strategy and optimization,

  • Shape and steer Quality and Knowledge-Management, Processes, and reporting for Service Partners.

Our requirements

  • University degree,

  • At least 4 years relevant experience in managing relationships,

  • Profound knowledge and excellent understanding in eCommerce, Customer Care, and/ or some workforce management,

  • Strong communication, negotiations, and leadership skills,

  • Demonstrate a proactive and positive attitude and an analytical and strategic mindset,

  • Able to motivate and convince people through arguments and personality,

  • High degree of responsibility, self-driven, and independent working style,

  • Excellent written and verbal communication skills in English,

  • Interest to travel internationally to Service Partners.

What we offer

  • Chance to become a part of dynamically growing international company

  • Training opportunities and professional development

  • Motivated multi-cultural teams and enjoyable work atmosphere

  • English and German language courses on company premises

  • Central office location

  • Full time employment contract

  • And… 4 extra days off 😊

  • Benefits

  • private medical care

  • flexible working time

  • corporate products and services at discounted prices

  • integration events

  • no dress code

  • coffee / tea

  • parking space for employees

  • employee referral program

  • extra leave

  • sports card

zooplus Polska Sp. z o.o.

Number 1 in Europe!

zooplus is currently the largest online pet store in Europe, which was founded in 1999 in Germany. The company operates in 30 European markets, generating net sales of almost EUR 1.8 billion in 2020. zooplus is listed on the Frankfurt Stock Exchange and is part of the SDAX stock exchange index of 70 small and medium-sized companies in Germany. Successes are also achieved in Poland, where the online store is one of the largest specialist e-stores with an estimated net sales of over PLN 700 million in 2020. The zooplus office in Krakow currently employs over 130 people, more than half of which are IT specialists . The zooplus development support center for the CEE markets is also located here as well as specialists from various business departments working for the development of the entire zooplus group.

Our employees are the key to our success!

Scroll to the company’s profile

Job description

The Customer Care Team is looking for a Customer Care Partner Manager, based in Kraków, Poland. This is a global role with very high expectations and exposure to our international Service Partners and Senior Management.

The team’s mission and your task are to ensure highest customer satisfaction where we wow pets & pet parents every single day. We define service levels and guidance for our service partners. The main objective of this role is to engage with the Service Partners that help us deliver a high level of customer experience on a day-to-day basis. Together with the operational Customer Care Team, you will ensure a smooth mutual beneficial cooperation and performance culture. This will manifest in contractual KPI and service level definitions as well as in continuous improvement project and alignments. Your drive and ability to manage our Service Partners and agents will be pivotal for the development of the central and local Customer Care Teams that serve over 8 million active customers in more than 30 European countries.

Are you looking for an innovative Customer Care environment, a broad scope of work yet the opportunity to be in the driver's seat with full responsibility for your area? Are you data-driven and do you want to deliver the best service possible? Do you tend to question the status quo and reimagine how things can be done smarter? Do you insist on highest standards and do you not settle for mediocre? Then reach out to us!

At zooplus you are warmly welcome for who you are, no matter where you come from. We are a diverse and multicultural company with more than 50 nationalities. Join us and drive our success with your personal experience, your passion, your entrepreneurial thinking and your will to take over real ownership.