- Head of Quality Assurance and Customer Service –  UK -


ΠΕΡΙΓΡΑΦΗ ΑΓΓΕΛΙΑΣ:

One of the top-performing real estate tech companies in the U.K. is hiring the Head of Quality Assurance and Customer Service based in Athens.

Responsibilities:
Run the QACS Department, determine its operational processes, define customer-service standards, ticket resolution protocols.
Recruit, select, onboard, train, assign tasks and coach Member Care Agents, define their working schedule.
Manage and continuously improve the quality management system.
Analyze performance by comparing actions and results to the established Standard Operational Procedures (SOP) and Key Performance Indicators (KPI).
Report deviations and inefficiencies.
Contribute to the improvement of processes and capacity building of employees.
Organize customer surveys including NPS, regularly report the survey results and propose service quality improvement directions.
In coordination with City managers lead landlord relations, prepare work demand letters and supporting materials following applicable standards and undertake to follow up actions.
Control monthly rental payments.

Requirements:
Fluent speaking/writing English.
(5+ years) Experience in Customer Service/Customer relationship.
Experience in Hospitality, or Real Estate or Property Management.
Undergrad College Degree in Business, Communication, P.R. or related field suggested, or equivalent professional experience.
Strong Leader with strategic thinking skills, people management, change management and innovation, persuasion and influencing skills.
Disciplined, Systematic, Entrepreneurial.
Fluent in computer applications.

Client Offers:
Competitive salary +benefits
Stock options of company.
Performance bonuses.
Opportunity for growth.

ΠΕΡΙΟΧΗ: 

United Kingdom

ΕΠΙΚΟΙΝΩΝΙΑ ΕΔΩ:

2106134892
cv@hrstrategy.gr

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