Customer Service Manager
5 days ago
We are looking for a highly skilled Customer Service Manager to lead our Norwegian support team and contribute to developing and inspiring a high-quality standard of service that we provide to our customers and partners throughout Norway.
- Mentor and manage: You will lead a team of 20+ Support Associates. You will quickly get to know the company's goals and identify the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. You will provide performance feedback and make sure your Support Associates meet their KPIs.
- Operational management: You are an operational leader who sets the structure and direction. You develop clear guidelines so that the team can efficiently handle a high number of high-quality interactions with couriers, customers and restaurants. You ensure that the team has the training and information they need to deliver exceptional service, while also empowering them to be independent and confident in making good decisions on their own.
- Leading by example and setting the standard: At Wolt, our Customer Support knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar of the service we provide and the way we do support. You set targets for yourself and your team and walk the extra mile to beat new records as a company.
- Data driven decision making: You will look for patterns and insights and translate it to actions and improvements. Get your spreadsheet skills ready, we support our intuition with data
- Strategising and collaborating: You will develop strategies to improve customer experience and satisfaction while creating engaged customers. Knowing the inner mechanics of our customer service systems and customer journeys, you will collaborate closely with our other teams to meet the needs of our customers and partners.
- Relating and communicating: You will identify the customer needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us.
- Building and improving: We're always growing and evolving, and you will contribute to making sure everything behind the scenes is working effortlessly through things such as recruitment, process improvement and measurement.
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