CUSTOMER CARE MANAGER

At First Bank, we are hiring a CUSTOMER CARE MANAGER! Qualifications & experience:

• University degree, economic studies or a related field;
• Working experience of at least 5 years in the banking system and minimum 2 years in a management position
• Knowledge of banking legislation and NBR regulations on the area of activity specific to the department

• Very good command of English;
• Organizational skills, capacity for analysis and synthesis in the decision-making process;
• Coaching skills and team spirit;
• Proactive and innovative, result oriented;

• Ensures the management and the operational support for specific services related to Call Center complains management and integrated helpdesk activities on operational matters;
• Ensures Telebank support services according with the established customer service standards;
• Manages the requests / messages received on other Bank's official communication channels (email, website, FAX, etc.);
• Analyses the main typologies of customer requests who calls Call Center services and propose improvement measures to increase customer satisfaction index;
• Proposes measures to improve processes due to feedback received;
• Receive, administrates and coordinates the elaboration and sending the responses to customers’ complaints, together with the involved departments;
• Elaborate statistics and provides to the Executive Committee periodical reports for customer complaints and proposes action plans for activity improvement;