Kariera. gr, on behalf of the leading electrical and electronics retailers in Greece, is seeking a Customer Care & VoC Manager.

Responsibilities:

• Ensure effective operation of first-line support teams across all touchpoints.
• Align with the organization’s strategy and goals.
• Continuously improve service quality and customer satisfaction metrics (CSat).
• Monitor critical performance indicators for the teams.
• Collaborate with supervisors to maintain long-term customer satisfaction.
• Foster team engagement.
• Propose actionable improvements to enhance the overall customer experience.
• Act as a vital link between clients and internal teams responsible for travel design, processes, products, and projects within the organization.
• Focus on the quality of the team’s daily work life and propose actions to retain talent and reduce turnover.
• Collaboration, Responsibility, Integrity, and Ethical Conduct
• Holistic Approach to Simple and Complex Issues
• Strategic and Analytical Thinking
• Understanding of P&L, ROI, Budgeting, VoC, Metrics, and CX

Requirements:

• Bachelor’s Degree from a University or Technical Institute
• Native Greek and Excellent English Proficiency
• Proficiency in MS Office
• Experience in People and Project Management
• Experience in Managing Service Teams Providing Comprehensive Support in Complex Operational Models with Frontliners and Back Office Activities