Customer Success Manager B2B
Budget: €12 – €18 EUR
We are a global sleep brand looking for a customer service & excellence expert to support daily operations and reporting in our Offline segment (retail), overseeing major European markets (Germany; UK; Iberia).
We are looking for a Freelancer (located CEST +/- 1h time zone) with availability of 100-160h per month (5 days work 6h/8h day) in Remote with the possibility of offering an internal position by two-agreement in 3 months (we have an Office in Lisbon and Frankfurt and we work hybrid).
The role will include monitoring and steering external customer service agents and tracking quality & costs. Perform reporting over claims, agent performance and costs and coordinate operational actions across teams leveraging customer insights. Implement training programs and improvement projects. Steer and improve quality and performance of external agents. Track KPI's such as Time to Respond, Quality of Response, CSAT, Contact Rate, Claim %, Tickets answered and solve.
We are looking for a Freelancer (located CEST +/- 1h time zone) with availability of 100-160h per month (5 days work 6h/8h day) in Remote with the possibility of offering an internal position by two-agreement in 3 months (we have an Office in Lisbon and Frankfurt and we work hybrid).
The role will include monitoring and steering external customer service agents and tracking quality & costs. Perform reporting over claims, agent performance and costs and coordinate operational actions across teams leveraging customer insights. Implement training programs and improvement projects. Steer and improve quality and performance of external agents. Track KPI's such as Time to Respond, Quality of Response, CSAT, Contact Rate, Claim %, Tickets answered and solve.
Related categories:
Excel
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Customer Service
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Contact Center Services