• Effectively resolve escalated dispute cases
• Communicate and resolve cases with merchants on private label disputes
• Resolve escalating customer service issues in a timely fashion, ensuring customer satisfaction every step of the way
• Complex understanding of the products and services available to customers 
• Present each and/or all of them to a prospective client based on their specific needs
• Gather initial intake information provided by an employee or client needed to establish a relationship with the client
• Develop an individualized strategic plan for each client designed to expand the relationship with him or her through increased involvement and relationship strategies
• Consistently follow up with clients within established time frames to ensure the meeting of resolution targets
• Meet and document daily targets of contacts, relationship progressions and resolutions generated
• Support and maintain an atmosphere of warmth, personal interest, and positive emphasis, as well as a calm environment throughout the department

Skills: Dispute Resolution, Merchant Communication, Customer Issue Resolution, Product and Service Knowledge, Client Needs Assessment, Intake Information Gathering, Strategic Relationship Development, Client Follow-up and Documentation

• Leading a team of Customer Relation Managers.
• Customer relationship management.
• Understanding client needs and representing the voice of the client.
• Coordinate efficiently with the clients, by working with Sales, Marketing, and Service delivery team members at account.
• Planning, managing, and delivering CRM strategy encouraging client retention and client loyalty.
• Ensuring CRM platform architecture works seamlessly and captures all required information at key points in the client life cycle.
• Establish processes to ensure the quality of data e.g., that client data is regularly refreshed.
• Define and set standard reports for CRM.
• Recruit, manage, develop, promote, and structure the department.
• Manage the team through clear and measurable objectives.

Skills: Team Leadership, Customer Relationship Management, Client Advocacy, Cross-functional Coordination, CRM Strategy Development, CRM Platform Optimization, Data Quality Management, Team Management and Development

• Lead daily team activities to ensure all work is completed according to deadlines with attention to quality standards, priorities & overall goals
• Promptly responding with a sense of urgency and accuracy to assist agents in finding real-time solutions
• Monitoring email distros to ensure appropriate escalations are addressed and prioritized to ensure service level agreements
• Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
• Work cross-functionally with management to escalate Customer-impacting issues
• Evaluate direct reports on performance, establish individual performance plans, consistent team feedback and complete annual performance reviews
• Develop and administer corrective action and performance improvement plans
• Oversee the team’s daily responsibilities, scheduling and succession planning
• Plan and implement initiatives to significantly reduce the cost per invoice processed.
• Work with individuals of varying technical understanding, and adjust communication style based on targeted audience.
• Train and mentor team members and identify the team’s development needs, work cross-functionally with Learning & Development to coordinate additional training

Skills: Team Leadership, Urgent Problem Resolution, Escalation Management, Performance Tracking, Cross-functional Collaboration, Performance Evaluation, Corrective Action Planning, Team Training and Mentoring

• Oversee, manage, coach and develop Customer Service for North America for assigned accounts.
• Support Channel Services Management in driving service excellence throughout the organization.
• Identifying, recommending, implementing, driving/measuring process improvements, and representing C.S. in associated Lean initiatives.
• Evaluate and continuously look for opportunities to improve processes with administrative and selling processes.
• Take responsibility for driving revenue growth.
• Manage team to overachieve measurements and metrics.
• Create team protocol for launching, presenting, and promoting sales initiatives.
• Create and maintain department metrics and targets by extracting data from business systems and creating reports and dashboards that reflect business activity and support management decision-making.
• Responsible for the overall Customer Service daily department workload, including approval of special requests and policy exceptions, and being the point person for issues that require elevation to Management.  
• Provide cost/margin impact analysis for competitive and initiative-driven selling opportunities to Sales Management.
• Ensuring that all information and reports necessary for the key stakeholders and the senior management team are produced and delivered promptly

Skills: Team Leadership and Development, Service Excellence Improvement, Process Optimization, Revenue Growth Management, Performance Metrics Management, Sales Initiative Strategy, Data Reporting and Analysis, Senior Stakeholder Communication

• Professional accounts management along with documenting account plans for all key accounts
• Achieve performance objectives and set KPIs specific to the role
• Thinking creatively and putting customers at the heart of everything we do
• Process inquiries and proposals, and provide the best value options to customers while maximizing sales opportunities, within agreed response times to all web-based, email and phone inquiries accurately and within brand guidelines
• Follow-up inquiries and proposals within agreed timescales and customer preferred method, arrange customer visits where applicable to close sales deals
• Provide direct liaison with customers and suppliers ensuring clear communications of each party’s needs and expectations
• Contribute ideas for the Sales and Marketing plan.
• Record accurately all customer profiles and contact information making full use of the appropriate systems
• Be an active team member sharing ideas and participating in team spirit, and be loyal to and supportive of colleagues including any temporary members of staff
• Participate in regular reviews and appraisals
• Undertake training and development identified in reviews and appraisals
• Be aware and adhere to statutory, legal and company requirements for Health and Safety, Licensing Laws, Employments Laws, Fire Regulations, Sales of Goods/Trade Description

Skills: Account Management, KPI Achievement, Creative Problem Solving, Inquiry and Proposal Processing, Sales Follow-up, Customer and Supplier Communication, Sales and Marketing Contribution, Customer Data Management

• Experience in directing, coordinating, and supervising work, particularly in a customer-facing role with a homebuilder
• Advanced knowledge of scheduling, budgeting and document management
• Ability to read and interpret blueprints
• Computer literacy and proficient in MS Office products (Word and Excel)
• Excellent follow-up, communication (written and verbal), and time management skills
• Be approachable, offer a calming presence and maintain a positive outlook, even when circumstances are challenging.
• Pride yourself on coaching skills with a strong desire for a mutual resolution.
• The ability to assess a situation fairly, express empathy when providing solutions, and can keep a clear head.
• Able to distill crucial information from multiple viewpoints and share clear directives and a plan to move forward.
• Can pivot to meet the needs of the program’s fluctuating workflow.

Qualifications: BA in Public Relations with 4 years of Experience

• Sound understanding of business and background
• Experience in creating and implementing mid-term plans, setting budgets 
• Experience following up goals, problem-solving and conflict-management
• Proven record/experience of developing people and organizations.
• Proven experience being a valuable contributor to customer satisfaction and business unit results
• Self-confident and assertive with the ability to influence through the use of customer insights
• Familiar with and able to implement the Company's Values through every aspect of daily activities.
• Ability to communicate confidently and clearly in the local languages and English.
• An excellent active listener who provides detailed follow-through.
• A creative problem solver, keeping the customer at the center of your decisions and knowing when to involve others.

Qualifications: BA in Human Resources with 7 years of Experience

• Relevant experience managing remote sales, digital service, or customer success organizations
• Experience acquiring customers and patients (B2B & B2C) in digital health care space
• Proven experience leading a virtual service organization
• The ability to fluently read, write, understand and communicate in English
• Demonstrated leadership, motivating, influencing, and developing a team
• Effective Communication and presentation skills
• Performance and results-driven
• High integrity and quality orientation
• The ability to motivate and lead host families and au pairs to a positive resolution and build trust in our organization.
• Thrive in a virtual environment and work seamlessly between multiple computer systems.

Qualifications: BA in Business Administration with 5 years of Experience

• Relevant experience in the supply chain, and customer service
• People Management working experience
• Knowledge of and experience in Order-to-Cash processes
• High-level ERP skills and experience working with ERP systems in a Customer Services environment (preferably SAP and/or System 21)
• Understanding of EDI systems
• Good data analysis and reporting skills
• High-level Customer Focus and excellent Customer Service skills
• FMCG working experience
• Understanding of warehouse and distribution networks and service providers;
• Project Management skills and experience.

Qualifications: BA in Communications with 6 years of Experience

• Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
• Experience creating and implementing mid-term plans, setting budgets and following up goals.
• Proven experience of being a valuable contributor to customer satisfaction and business unit results.
• Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
• Self-confident and assertive with the ability to influence through the use of customer insights.
• Experience in problem-solving and conflict management.
• Proven record/experience of developing people and organizations.
• Strong organizational skills and an ability to prioritize.
• Ability to communicate confidently and clearly in the local language(s) and English.
• Good analytical skills.

Qualifications: BA in Public Relations with 4 years of Experience