Contact Centre Director - Mobi Banka

Belgrade

Key responsibilities:

• Strong customer orientation on client servicing
• Coordination and development of customer services
• Participate in the planning and budgeting activities of call centre
• Responsible for the organization of processes and activities related to outsourced activities to other legal entities in the field of customer care
• Preparation of manuals and communication, monitoring the operation of the call/contact centre and caring about the quality and effectiveness of agents
• Reporting on the results of the call/contact centre
• Coordinates the work of the bank's call/contact centre with other departments in the bank, as well as with other relevant legal entities
• Organization, monitoring and reporting of sales and other campaigns carried out through the call/contact centre
• Organizes the receiving, processing and preparation of responses to customer complaints
• Makes sure to process all complaints in time and required quality, meeting all regulatory requirements
• Preparing and sending reports on Customer Complaints
• Reference: FhjpaXPew52rgZEs5WjyIuXyUVmKAvHXb8U__553mPmQ2PB1J-qXqy45Iw_qQO6v

For the good start, you will need:

• Secondary school/ college or university degree preferably
• At least 4 years of experience in Telco/Banking industry on similar positions
• Experience in complaint management and legal requirements
• Proficiency in MS office
• Fluency in English

You will enjoy:

• Development of contact centre as main communication point for customers
• Building omnichannel (phone, chat, social networks) servicing contact centre with focus on top class customer experience
• Opportunity to participate in business decision making process of a large multinational company
• Working in a dynamic environment which allows you to grow and develop within it
• Competitive benefits and great working conditions
• Career development opportunities

Please apply by {date}