Complaints / Back Office Manager @eMAG

Grow Faster.

We’re always looking for the ones truly passionate about their work. If you are amongst them, you can rest assured there is a place for you in eMAG. We grew very fast and we are determined to keep doing so. What brought us here is our desire for continuous evolution and practical results.

At eMAG, a set of strong principles guide our daily work: we understand the client, we think like a successful entrepreneur, we make decisions supported by data, we assess the impact of our projects, we act responsibly, we support each other and we grow with the business. They define us and help us become the favorite shopping destination for our clients.

Almost 6000 people are working now in eMAG. We strongly believe in people development and therefore every year we invest more and more energy and resources to remain an organization that is constantly learning. We want to make sure that you’ll have the most talented colleagues, as well as the proper environment to grow and achieve great results, to become what you desire on a personal and professional level.

We are looking for a bright, talented and motivated, with a can do attitude Complaints Manager to join our team!

• At least 3 years experience as a call center/ complaints/ back office manager
• Bachelor’s degree required
• Supervisory management skills
• Team development skills
• The candidate should be confident, having the ability to operate in a very dynamic environment
• Strong interpersonal skills and effective communication (both verbal and written)
• Self-motivated individual, empathic and customer focused that is also highly organized, analytical, task focused, and multiple priorities in a fast-moving environment

• Responsible for the daily running and management of the Complaints Team through the effective use of resources;
• Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality;
• Coordinate and motivate team members through positive communication and feedback;
• Maintains and improves Claims operations by monitoring system performance;
• Identifying and solving problems; preparing and completing action plan;
• Managing system and process improvement and quality assurance programs;
• Evaluate and monitor the Customer Support Agents and their team leaders;
• Create effective customer service procedures, policies, and standards;
• Implement an effective customer loyalty program.

Benefits

• Competitive salary package;
• Attractive additional benefits policy
• Integration program in a professional, young & dynamic team;
• Having the opportunity to learn the e-commerce industry
• The opportunity to work in a pleasant and friendly team, where you will have the chance to learn on a daily basis, and develop your career.