Вакансия на удаленке.
В международный fintech-холдинг Robocash Group требуется Customer Care Lead.
The successful candidate will be responsible for creating and implementing customer care strategy that enhance customer satisfaction and drive loyalty.
Responsibilities:
- Develop customer care requirements to ensure effective customer service based on the specific needs of target clients
- Manage outsourced customer care and call center operations to ensure the implementation and delivery of services meet high standards
- Provide valuable insights from customer data to the customer experience and marketing departments, contributing to the organization's growth and reducing customer churn
- Prepare and update training materials, scripts, FAQs, and knowledge databases to equip the customer service team with accurate and up-to-date information
- Measure and report on the efforts and achievements of the customer service department to stakeholders and other relevant parties
- Participate in the selection and implementation of a CRM solution provider
- Development of business and technical specifications for the IT team
Requirements:
- Bachelor's degree in business, marketing, or a related field
- 3+ years of experience in customer care management or a related field
- Proven experience to develop and implement customer care strategies that enhance customer satisfaction and loyalty
- Proficiency in using customer service software and tools
- Work experience in such solutions as Bitrix24, hubspot, salesforce as an advantage
- Work experience in cooperation with the development team (setting and acceptance of completed tasks)
- Professional English C1 is a plus
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders
- Strong analytical skills to interpret customer data and provide actionable insights
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