Responsibilities:
Develop and maintain a unified Support information space (Glossary, actualization, support);
Tone Of Voice. Building an end-to-end process (development, maintenance, control of execution);
Organization of gamification processes, participation in the development of non-financial motivation of employees;
Supporting the process of handling claims requests from customers;
Organization of the customer satisfaction monitoring process (CSAT);
Building a system of end-to-end monitoring of all service lines;
Organization of seamless customer communication processes between divisions;
Manage internal customer service unit communication processes.

Requirements:
CC experience (Service/Telemarketing/technical support);
Practical knowledge of building customer service processes;
Experience in training line employees and quality control of customer service (analysis of communications, creation of check-lists);
Experience of working with knowledge management systems in the contact center;
Knowledge of customer service quality assessment metrics (including CSI, NPS);
In-depth analytical skills;
Experience in customer experience units and CJM mapping will be a plus.

Conditions:
Registration under the Labor Code of the Russian Federation;
Decent wages;

Extended VHI package;
Schedule of work 5 / 2 from 9:00 to 18:00.