Customer Support Manager

1 semana atrás


Lisboa, Lisboa, Portugal Catawiki Tempo inteiro

About the role As the manager for the brand new CX Social Media & Escalations team, your main goal is to oversee the day to day operations of the team and ensure that key results are met to deliver outstanding customer service on Catawiki's review sites and social media platforms. We are looking for a skilled CX Social Media & Escalations Managerto take on responsibility for consumer engagement and relationship management, to enhance brand visibility and domain authority through outstanding service and communications. You will have the opportunity to build the team ground up and define the Operations support model together with the design team, and brand marketing in Catawiki. You will have the opportunity to set the vision, strategy, and to drive clear alignment with other functions on what success for this team would look like. What you'll do Operations Management Build and manage a team of high performing specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram etc Ensuring all communications are handled correctly, with swift complaints resolutions and proactive efforts to engage with customers. Manage the day to day operations of the team to ensure key metrics such as RR, CSAT, NPS, and review scores are on target. Ensure the development of strategies for both our buyer and seller customer profiles Responding to customer needs, requests, and complaints to achieve a satisfactory outcome. Researching and understanding the competition and best practices to incorporate this into the outreach strategy



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