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CUSTOMER SERVICE MANAGER

The Customer Service Manager role designs and implements operational policies, processes, and tools to support the company organization’s aim of providing superior customer service to its customers.

  • Work type: full-time
  • Salary: by agreement
  • Region: Prague
  • Required language: English (C1)
  • Suitable for graduates: no
  • Reference num.: A8105
Jonáš Waloschek

Jonáš Waloschek

+420 774 089 583 jonas.waloschek@goodcall.eu

What is it all about?

  • Establishes objectives, policies, processes, procedures, and priorities that support the business goals of the organization, as well as the Pharmaceutical segment, and ensure that these goals are communicated to the entire department.
  • Focuses on establishing and maintaining a high performance culture by selecting, coaching, developing and retaining highly talented staff.
  • Constantly improves productivity and service through researching best practices and leading improvement efforts/projects.
  • Ensures current practices meet or exceed business and customer needs through constant assessment and VOC/VOB.
  • Ensures appropriate staffing levels by establishing and monitoring the necessary metrics to track key activities and measures departmental performance.
  • Demonstrates a keen understanding of the needs of CS center staff and works with the Customer Service Director, training staff and others to develop and implement short- and long-term initiatives to address those needs.
  • Recommends and participates in the development and implementation of service strategies, which result in enhanced service to customers.
  • Recommends and implements operational changes or enhancements that improve staff productivity.
  • Screens, behaviorally interviews and recommends hiring of highly qualified Customer Service Representative/s, as requested.
  • Serves as customer advocate and provides high level problem resolution
  • Addresses and resolves complex customer issues that are escalated to the management level.
  • Maintains an up-to- date and working knowledge of Curium Pharma’s systems, products, policies and procedures, programs, and trainings.
  • Fosters a work environment that is responsive and sensitive to the needs of a diverse staff and customer base.
  • Displays maturity, professionalism and diplomacy when dealing with sensitive issues.
  • Proactively promotes business relationships with staff in other Curium Pharma’s departments in order to build and foster mutual respect, cooperation, joint problem solving and work process improvement initiatives.
  • Effectively prioritizes tasks and ensures deadlines are met.

Who are you?

  • Provides current up-to- date information that helps staff to solve and/or anticipate problems.
  • Motivates staff to understand and accept change in a positive manner.
  • Inspires and motivates employees to deliver exceptional service through example, innovation, risk taking and a willingness to explore new ideas.
  • Empowers and encourages team to find creative solutions to customer issues and problems.
  • Encourage risk-taking and advocacy on behalf of customers. Provide guidance and direction to staff on appropriateness of measures taken.
  • Consistently solicits employee’s input, feedback, and encourages employees participation in quality service improvements.
  • Analyzes and evaluates monitoring and coaching results as a means to identify and improve individual, team and department performance and customer satisfaction.
  • Addresses employees relation issues consistently, fairly and in a timely manner.
  • Recognizes the accomplishments of the team through all available reward and recognition means, including departmental and corporate programs.
  • Ensures employees have the tools, skills and knowledge to perform job functions.
  • Consistently adheres to company and department guidelines
  • Participates in the training of new and existing employees.
  • Communicates performance expectations and provides direction in a clear and concise manner.
  • Coaches employees during the problem-solving process.
  • Conducts and documents individual monthly performance discussions with each direct report that communicates strengths and areas for improvement.
  • Documents and delivers critical skills and abilities ranking assessment annually to direct reports.

Why is this position attractive?

French pharmaceutical company takes care about your health – take your time and enjoy your lunch with provided meal vouchers. Do not worry when you have an accident, use a group accidental insurance. Expecting your package and need to stay at home? Take a home office, or, if you do not feel well, stay in bed. Use your 4000 CZK in cafeteria system as you wish. For a proper recovery, do not hesitate to use your 25 days of holiday.

Not your dream job?

Check out some more ideas on our Careers Page or download our app to see every job available HERE.

  • Work type: full-time
  • Salary: by agreement
  • Region: Prague
  • Required language: English (C1)
  • Suitable for graduates: no
  • Reference num.: A8105

Contact

Jonáš Waloschek

Jonáš Waloschek

+420 774 089 583 jonas.waloschek@goodcall.eu
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