Customer Care Process 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 seeking a dedicated team player to join our zooplus Global Customer Care team in Kraków. As a Customer Care Process Manager, your primary responsibility will be designing and optimizing Customer Care processes on both global and local levels. Your focus will revolve around enhancing the efficiency of existing and new Customer Care processes, fostering continuous improvement, and collaborating with internal and external stakeholders to enhance the overall Customer Care experience.

Key Responsibilities:

• Evaluate existing customer care processes to identify areas for enhancement
• Continuously monitor key performance indicators to gauge process effectiveness
• Work closely with other departments (including product development, engineering, sales, legal, and logistics) to address root causes of customer issues
• Communicate customer feedback and insights to relevant teams for product and service enhancement
• Ensure all relevant stakeholders are well-informed about process changes
• Implement best practices and industry standards
• Present regular reports to senior management, highlighting achievements, challenges, and proposed solutions
• Lead internal Customer Care projects, ensuring timely delivery within scope and budget

Qualifications

• University degree
• 5+ years proven experience in customer service management, with a focus on process improvement.
• Strong customer-first mentality paired with an exceptional analytical and problem-solving skills
• Entrepreneurial attitude, self-starter, understanding of business processes, experience in ecommerce as well as on working in remote teams
• outstanding team player with the ability to communicate, work with people on different levels, expertise, and locations
• exemplary verbal and written communication skills in English

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.