Immoqee Sp. z o.o., based in Warsaw, has been in business since 2014. Our goal is to support the sales and customer service processes of our contractors, with whom we build lasting and long-term relationships. We provide comprehensive support services for HR, recruitment and training processes in this area. We are looking for candidates for a project implemented for our partner: SAMSUNG SDS - one of the most admired and innovative brands in the world. SAMSUNG SDS inspires and empowers a digital revolution with their cutting edge technologies and always strives for excellence.
KEY ACCOUNTABILITIES:
Operational:
- Order monitoring and KPIs;
- Warranty operational support;
- Customer Service escalation point;
- MyAccount management;
- User data access and request support;
- User data anonymization upon request.
Strategic:
- Contact with local Customer Service teams to assure all escalations and customer issues are reflected in the development processes;
- Order monitoring;
- Customer feedback monitoring and escalating issues;
- Regular contact with third-party suppliers (payments and carriers) to assure all operations are supported by them as required and agreed;
- Research and recommend new customer-related functionalities when needed;
- Regular process improvement recommendations based on customer feedback data
- Feedback to other departments regarding customer issues;
- Monitor customer satisfaction metrics and report on status, reasons and ways to improve;
- Escalation point for SELS and local third-party Customer Care whenever an end-customer-related issue is reported and needs an escalation (in regards but not limited to: shipping, returns, claims, refunds).
SKILLS NEEDED:
- Methodical with high attention to detail/processes and routines;
- Result and performance oriented;
- Effective stakeholder management;
- Strong analytical and excel skills;
- Clear leadership and resilience;
- Planning, risk, and mitigation assessment;
- Ability to thrive and deliver in a challenging and exciting environment.
TOOLS:
WE OFFER:
- Ability to work in a hybrid
- Work in a good atmosphere in a close-knit and ambitious team
- Ongoing support from supervisors and teammates.
- Opportunities for growth, clear career path
- Multisport
- LUXMED
