For our client, an international e-commerce company, due to the intensive development of the office in Krakow, we are looking for a person for the position of Customer Care Manager with Hungarian.

Responsibilities:

• Responsibility for operational managing of our external service providers/call center teams in the daily business
• Supervision of Customer escalations and resolving them from 3 level perspective within our CRM-environment
• Providing a structured response to customer queries on product/process optimization
• Observance of the country-specific process instructions and guidelines
• Daily KPI monitoring, KPI developments and target deviations checks
• Support with the development of customer care concepts and standards
• Making data-driven decisions, analyzing and improving current processes
• Close cooperation with Central and national Customer Care Managers (regular meetings, alignment, knowledge sharing)
• Support with the development of Customer Care concepts and standards
• Overseeing all Customer Care communication channels including Social Media (Facebook, Instagram)