Customer Service Supervisor
Decathlon
Πλήρης απασχόληση
Αθήνα
YOUR OBJECTIVES
- To structure, organize, and scale customer service operations across all channels, ensuring high-quality service, efficiency, and consistent availability.
- To shape the future of customer service by optimizing processes, improving the use of existing tools, and supporting the company’s omnichannel growth and customer experience strategy.
- Oversee day-to-day customer service operations across all channels while actively handling customer requests, ensuring service continuity and availability.
- Set priorities, organize workloads, and plan shifts to ensure timely responses and balanced coverage in a small, hands-on team environment.
- Build, maintain, and standardize customer service documentation, including customer policies, procedures, FAQs, and operational guidelines.
- Review, challenge, and optimize the use of customer service platforms and tools provided by the group, and lead improvement initiatives.
- Monitor customer service performance (response times, backlog, resolution rates, customer satisfaction) and define corrective actions when needed.
- Lead cross-functional customer service projects aimed at improving efficiency, service quality, and customer experience.
- Collaborate closely with eCommerce, Retail, Finance, and other stakeholders to ensure seamless customer journeys and effective issue resolution.
- Work closely with the customer service team to align on workflows, priorities, and best practices, setting a clear example through hands-on involvement.
- Take ownership of critical customer issues and escalations, coordinating with internal teams to resolve them effectively.
- Contribute to the definition and execution of the customer service strategy and the future evolution of the department.
- Response time and backlog management across all channels
- Customer satisfaction (CSAT / NPS)
- First contact resolution rate
- Process adherence and documentation coverage
- Operational efficiency and tool utilization
- 2-3 years of experience in customer service operations, ideally within an omnichannel or retail environment
- Strong organizational and cross-functional skills
- Provel ability to take initiatives and decide autonomously
- Strong Communicator fluent in English
- Monthly bonus based on business unit performance
- Yearly bonus based on company performance
- Ticket restaurant
- Private extra health insurance
- Generous discount on our products
- Career development and evolution opportunities within the company
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