Objective:
To support growth in the Russian and Lithuanian Market, through the delivery of excellent service to their Members
To ensure high standards are achieved by managing and supporting a key team of Customer Care Advisors responsible for customer enquiries from the Russian & Lithuanian markets
This position has a broad remit and therefore responsibilities cannot be rigidly defined. The candidate must therefore show flexibility to take on new tasks in order meet the needs of the business and its Members.
Key Responsibilities
Customer Care
- Communicate with customers by phone, e-mail, or in person and provide excellent and accurate service
- Show a high level of professionalism with proper grammar and phone etiquette
- Review Held for Payment reports on a regular basis and oversee communication to rectify problem orders
- Identify problems with member accounts and/or orders and solve them accordingly
- Act as a point of escalation for customer complaints
- Support Customer Care Manager with Day to Day operations and monitoring
Team Leadership
- Responsible for coaching the team, including appraisals, identifying training needs and assisting in an induction program for new staff
- Participate and conduct training for new starters within the department as well as planning and conducting regular training/information sessions for department
- Proactively plan team schedules and holidays to ensure customer service standards are met or exceeded
- Work with the Customer Care Manager to develop policy and procedure and training manuals to advance customer relations and better meet customer needs
- Be a role model setting a good example to team members
- Communicate openly on all issues with the Customer Care Manager
- Ensure open communication to team members through huddles and team meetings
- Work closely with Customer Care Manager
- Manage cover in Customer Care for holidays, sickness etc.
- Other tasks as assigned by the Customer Care Manager
- Some travel within Europe will be required to assist at conventions, meetings and other corporate or distributor events. The candidate must therefore hold a valid passport.
Qualifications and Experience
- Experience in a supervisory/leadership role within a customer care environment (ESSENTIAL)
- Fluent in Lithuanian, Russian and English written and spoken (ESSENTIAL)
- Experience in training design and delivery
- Experience within Direct Selling industry (highly desirable)
Skills and Attitudes
- Strong leadership and people management skills with the ability to encourage high levels of personal performance, through performance management, coaching and support
- Good interpersonal skills and good cultural awareness
- Excellent communication skills both written and oral
- Flexible approach to work
- Work well under pressure and to tight deadlines
- Proactive solution seeker with a positive “can do” attitude
- Team Player