Customer Success Manager B2B
€12-18 EUR / час
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.
ID проекта: #37235300
24 фрилансеров(-а) готовы выполнить эту работу в среднем за €15/час
I am professional person experienced in Excel , Word , Customer Care. I have remote place to work without any distortion. I am available to start immediately .