How exactly you can influence the developmentof the Company:

● developing and implementing a service quality strategy: establishing processes for resolving complex situations, with a focus on improving the customer experience and achieving business targets● post-trip service quality monitoring system: establishing and developing a process for analysing feedback and ratings based on trip outcomes and orders within the Uklon ecosystem, identifying patterns, and transforming insights into proactive improvement initiatives● establishing a system for handling enquiries escalated by the contact centre and via social media: ensuring high-quality and timely resolution of complex and non-standard situations, analysing patterns to drive systemic improvements● initiating and participating in the transformation of processes and solutions: restructuring approaches so that, even in the most complex cases, decisions are made quickly, transparently and at scale● proactively improving the service: identifying weaknesses in processes and the customer experience, and initiating changes before they become systemic problems● transforming customer feedback and operational data into actionable insights and initiatives for the development of products, services and internal processes● establishing and developing uniform customer service standards regardless of the interaction channel or country of operation, ensuring consistently high-quality decision-making even in complex and non-standard situations● developing a strong team of experts through mentoring, training, the development of analytical thinking and a culture of accountability for results● managing the division’s performance: clear KPIs, in-depth analysis of deviations and specific action plans – to ensure the division consistently meets its targets, rather than merely reacting to situations● analytics and management reporting: consolidating the division’s performance results into clear analytical reports and presentations, with a focus on conclusions, risks and action plans● cross-functional collaboration: actively working with related teams to improve the company’s products and services

Challenges for six months:

● to maintain the team’s eNPS within the target indicators● to improve the level of indicators that were implemented in the first 3 months (fix target goals for initiatives, measure the fact) ● to develop a development strategy for the department

To achieve the results, you will need:

● at least 2 years’ experience managing customer service teams, contact centres or other departments that influence the quality of customer service and the customer experience● experience in designing, implementing and optimising processes to enhance team performance and improve service metrics● experience in analysing large volumes of data, drawing conclusions and presenting findings to management● skills in forecasting resource requirements, identifying risks and finding effective solutions to achieve business objectives● experience of working with KPIs, service metrics and team performance management● ability to make decisions in uncertain situations and deal effectively with non-standard situations● systematic thinking, proactivity and a results-oriented approach

How do you manage your working hours?

● Flexible schedule based on role responsibilities● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation.