Beliani is a successful online retailer with activities in 16 markets. We offer stylish designer indoor and outdoor furniture for compelling prices over multiple distribution channels. We have our main operation office in Poland (Szczecin) with departments such as Customer Service, Marketing, Logistic, Finance and HR and others. Beliani belongs to the fastest growing eCommerce players in Europe and is rapidly expanding. We are therefore looking for a Head of Customer Service to support and ensure excellent customer communication and cooperation.
Head of Customer Service
Workplace: Szczecin
What you will do / How do we see this role:
- Improving Customer Service department by driving the vision for consistency in customer service standards
- Driving necessary changes for the improvement of operating and organizational efficiency
- Planning the strategy for the department
- Measuring, analyzing the effectiveness of all customer service approaches and initiatives
- Being responsible for customer satisfaction and efficiency targets
- Providing leadership and direction to the customer service departments across all our international markets
- Ensuring that customer service agents and team leads deliver measurable and significant value to the business
- Helping country leads recruit and develop systematically customer service agents and nurture a high-performance environment where they can excel
- Being a mentor for senior management to improve customer experience across all departments
What you will need/ What we expect:
- Organizational, planning and leadership skills to successfully manage and control a large customer service department of approximately 60 agents, divided into several teams
- Successful experience in driving a high performance department
- Experience in creating customer service strategies
- Hands-on attitude and problem-solving skills
- Strong client-facing and communication skills
- Analytical and data management skills
- Min 3 years of proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
- Proficiency in English and Polish; German is a plus
- Working knowledge of basic customer service software and phone system
What we are offering:
- Working in an international environment with place to present your skills
- Be at the heart of the business. Your position allows/requires you to be in the center of it all. Cooperation with other departments like Purchasing, Logistics & Marketing as well as customers and partners gives you a good insight into the business from all perspectives.
- Non-corporate company structure
- Office in the city center
- Full time employment contract
- Flexible working time
- Private healthcare package
- Multisport card
- Discounts on furniture purchases
- Pizza day
- Integration events
- Relocation support
Have we sparked your interest? Don't waste your time and opportunity, send us your CV via mail [email protected] and become part of the Beliani team!
Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer and value diversity at our company. Our people are all talented in unrivalled ways: we come from diverse traditions, personal experiences and points of view. And we want to include yours. Join us and help reinvent the way people shop for home & living.
We will reply only to chosen Candidates.
