Customer Care Applications Manager (all genders)

Company Description

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

Job Description

We are looking for a passionate team player to join our zooplus Global Customer Care team in Kraków. As Customer Care Applications Manager you will be responsible for overseeing and managing the development, implementation, and maintenance of our CRM and other Customer Care tools, as well as for launching new communication channels, supporting self-service initiatives and implementing AI solutions to improve overall customer experience.

If you are passionate about customer care, love working with international and diverse teams, and looking for an opportunity to create unique customer experience through top-notch innovations – then reach out to us!

What you will do:

• Ensuring effective performance of customer care tools: from gathering and analyzing business processes requirements to providing daily support to users,
• Launching new Customer Care communication channels and services,
• Integrating customer care applications with other business systems ,
• Gathering feedback from end-users and incorporating improvements to customer care systems,
• Utilizing data analytics tools to monitor application performance, identify areas for improvement, and track key performance indicators,
• Collaborating with internal stakeholders and external vendors,
• Ensuring that customer care applications comply with industry regulations and security standards,
• Initiating and leading continuous improvement initiatives to enhance overall efficiency and effectiveness,
• Acting as customer care systems expert and providing continuous support and training to internal users,
• Bringing external knowledge and best practice to customer care systems setup. 

Qualifications

• Professional experience on Freshworks, Zendesk or similar CRM tools supporting Customer Care organizations
• Excellent multitasking skills in a technical environment and ability to manage various projects 
• simultaneously
• Outstanding team player with the ability to communicate, work with people on different levels, expertise, and locations  
• A strong customer-first mentality paired with an exceptional analytical and problem-solving skills  
• Customer Care experience in an international environment 
• Experience in launching new communication channels
• Excellent communication in English 
• Conversational AI knowledge and e-commerce experience would be a strong plus.

Additional Information

With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely.

Our benefits:
🐾 20% discount in our zooplus shop
📖 Internal and external training
🎈 Team events
#LI-Hybrid✈️ Two extra vacation days and days off on 24th and 31st of December
🩺 Private medical care and life insurance
🍽️ Multicafeteria system including Multisport card

Want to know more? Learn more about who we are and what we do and visit our LinkedIn company profile.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.