Customer Experience Manager

Hely: Budapest
Cég: JPK Trading Kft.
Kategória: Ügyfélszolgálat, Vevőszolgálat

Design and implement standardised customer service processes across CEE markets, covering inquiries, complaints, warranty cases, replacements, and escalations.Define and monitor customer experience KPIs, including response times, resolution times, and customer satisfaction.Identify recurring customer issues, investigate root causes, and drive process improvements.Work closely with Brand Management and E-commerce teams to translate customer feedback into improvements in products, communication, and the overall customer journey.Develop and maintain FAQs, knowledge bases, response templates, and post-purchase communication processes.Coordinate and support regional customer service teams, ensuring consistent standards, onboarding, and knowledge sharing across markets.Support complex or escalated customer cases and ensure lessons learned are incorporated into processes.Manage weekly staffing and capacity planning to ensure adequate coverage across all markets.Maintain warranty and complaint records, customer service reports, and operational documentation.Coordinate with service partners and the logistics team on replacement and return processes. 2–3 years of experience in customer service, customer experience, or e-commerce operations.Strong organisational skills and the ability to design, document, and improve processes.A structured, analytical, and solution-oriented mindset.A proactive approach to identifying root causes and preventing recurring issues.Confidence working with data, reports, and Excel.Experience with ticketing systems and e-commerce platforms.Fluent English and the ability to communicate effectively in an international environment.Strong attention to detail and a customer-focused mindset.The ability to collaborate across teams and drive improvements through to completion. Previous experience in a coordinator, senior, or mentoring role.Experience working in a multi-country or international environment.Knowledge of Polish, Romanian, Czech, or Slovak.Experience in consumer electronics or small domestic appliances.Experience developing customer service processes or implementing customer experience improvements Why join usWe believe in combining high ownership with fast execution and low bureaucracy.Fast-growing international environmentHigh level of autonomy and trustRegional scope across multiple CEE marketsFast decision-making and agile operationsDirect impact on operational performance and customer satisfactionOpportunity to improve and shape processes as the company scalesCollaborative and supportive team culture

Címkék: Employee status, University

profession.hu - kb. 10 órája

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