B2b Customer Experience Lead - Lisbon, Almada, Emma

Publicados 2022-07-01
Expira 2022-08-01
ID #1067287791
B2b Customer Experience Lead - Lisbon, Almada, Emma
Portugal, Setúbal, Almada,
Publicados July 1, 2022

Detalhes do trabalho

Tipo de emprego: Tempo total
Tipo de contrato: Permanente
Tipo de salário: Por mês
Ocupação: B2b customer experience lead - lisbon

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B2B Customer Experience Lead - LisbonReady to lead, disrupt and reinvent the sleep industry? We are Emma - The Sleep Company. We revolutionize sleep by pushing the boundaries of what technology can do for rest. Our aim is to awaken people's best by enhancing their sleep. We are one of Europe's fastest-growing sleep innovation companies with 850 + team members representing over 65 nationalities at our international offices in Frankfurt, Manila, Lisbon, and Shanghai and Mexico City.What you will doChampioning our the B2B Customer Experience for EuropeYou will define the processes regarding best in class customer experience for retailers across EuropeYou will help standardize B2B CS across Europe looking for financial and operationally efficiencies, Prioritize, define and lead strategic initiatives such as the implementation of centralized CS team, feedback surveys, self-service support tools such as a chat-bot as well as 2nd level support processes for our enterprise customers Define, implement, analyze and report KPI's for customer success and drive our service improvement in coordination with the rest of the teams (operations, logistics, key account managers)You take care of a smooth processing of our customer inquiries, returns and complaints and leading agents working on issuesYou will make decisions independently from the beginning that are within your scope of workWho we're looking forYou have significant experience in areas of contact center operations and management, customer services and business process outsourcingYou have at least 3 years of team management experienceYou enjoy being the problem solver for our B2B retail customersCustomer service is your first priorityYou are a communicative team playerYou have an independent, autonomous and structured way of working and think in a solution-oriented mannerYou are a strong organizational talent and set the right prioritiesYou are quick on the uptake and have an analytical approach to new tasks and problemsYou can use MS-Office, especially Excel, in your sleepYou have a very good English communication skillsWhat we offerA combination of personal and company growth to accelerate your career and help you reach your goalsThe chance to work on exciting and challenging projects either independently or as part of a dedicated, international teamResponsibility and decision-making authority from day one—you'll create an impact with new, innovative ideas and help shape our company DNATo work and learn from experts in diverse fields and get to know your team members at exciting company eventsBenefits higher than the lawWell-being activities with EmmiesHybrid home office policy and pet friendly officeBecome an EmmieOur work culture is built on strong values promoting community, agility, and ownership. Growth and excellence in all areas are important to us, which is why we offer our team members opportunities to unlock their full potential professionally and personally. Emma proudly celebrates diversity. We are an equal opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability or age.Our aim is to get back to you in a couple of days, however we are currently receiving a large amount of applications and this might lead to a delay in the process. We will get back to you as soon as possible!

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    Finance is a field that deals with the study of investments. It includes the dynamics of assets and liabilities over time under conditions of different degrees of uncertainty and risk. Finance can also be defined as the science of money management. Finance aims to price assets based on their risk level and their expected rate of return. Finance can be broken into three different sub-categories: public finance, corporate finance and personal finance.

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