Customer Care Manager

At Kotsovolos, we believe in your uniqueness and everything you have to offer!
Here, you create your own current!
 

📈 Our achievements in numbers
3,000+ People | 100+ Stores | 2 Logistics Centers – 77.000 sqm | 2 Call Centers | 2 Modern Training Centers | Kapaskill – our live, personalized learning ecosystem | 75,000+ hours of training per year | 400+ different roles & 49 Business Units

🎯 Our purpose
Better Living. Everywhere. for Everyone!

💼 Your everyday work-life 

• Lead, coach, and develop the Customer Care team, fostering a high-performance culture focused on delivering an outstanding customer experience
• Oversee the daily operations of Customer Care across all contact channels, ensuring service excellence and achievement of key performance targets
• Monitor team performance through KPIs, quality standards, and coaching initiatives, driving continuous improvement in customer satisfaction and operational efficiency
• Manage escalated customer complaints, ensuring timely and effective resolution while identifying root causes and implementing preventive improvements
• Collaborate with internal teams and external partners to resolve customer issues, optimize processes, and support the rollout of new tools and digital initiatives
• Manage workforce planning, resource allocation, and performance reporting to ensure efficient operations and informed business decision-making

🚀 As an ideal fit, you should have 

• 3+ years of experience leading Customer Service or Contact Center teams, ideally within a retail, services, or e-commerce environment.
• Strong leadership and people management skills, with the ability to coach, develop, and motivate high-performing teams.
• Proven ability to manage performance through KPIs, consistently achieving service level and quality targets.
• Excellent problem-solving and decision-making skills, with experience handling escalated customer complaints and complex service issues.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across functions in a fast-paced environment.
• Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience, with familiarity in CRM and contact center systems.

💎 What we offer 

• Continuous training in new technologies and tools 
• Career development and growth opportunities 
• Competitive bonus scheme, performance-based 
• Group health/medical insurance package 
• Hybrid working model 
• Internal wellbeing actions  

⭐ Join #teamKotsovolos and be part of a team that promotes new technologies, loves to evolve, embraces diversity and is next to society.