.Consumer Engagement Services Coordinator | English Speaker Consumer Engagement Services Coordinator | English Speaker Position Snapshot Location: Lisbon, Portugal Full-time / Hybrid mode Fluent in EnglishPosition Summary Under the general vision of the Head of Consumer Engagement Services (CES) Europe Operations, the CES Coordinator will plan and execute all operations for the market of reference, ensuring quality, relationship with stakeholders, and enriching brand reputation, with attention to people development and retention.A day in the life of...
- Lead teams to meet and exceed business objectives.
- Line management responsibility for team managers who are responsible for managing day to day operations of a team of agents/advisors handling customer questions and issues.
- Proactively collaborate with brands and internal stakeholders.
- Develop and implement strategies for customer satisfaction and targets delivery.
- Monitors execution and development of weekly and monthly performance reviews and one to one meetings with direct stakeholders against metrics, action plans and sharing of possible improvement on the service or process.
- Improve operational management systems, processes, and best practices.
- Partner with cross-functional teams to improve proprietary tools and systems.
- Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded.
- Drives a positive work culture and staff engagement with the company.
- Ensures team is aligned with the company's Operational Master Plan (OMP).
- Responsible in ensuring that all agreed SLAs and KPIs are met.
- Ensures critical roles and activities have backups.
- Drives continuous improvement.
- Drives transition activities.What will make you successful
- Experience using help desk software and remote support tools
- Advanced knowledge in English (spoken and written)
- Knowledge of CRM systems
- Previous experience managing Teams in Customer Service/Consumer Service role (5-year experience)
- Social Media /Community Management expertise
- Experience in managing issues and crisis
- Excellent communication skills in required native language
- Excellent consumer focus & consumer service ethos
- Innate passion for brand reputation building
- Ability to learn quickly and retain information (product knowledge, tone of voice, processes…)
- Ability to work in Matrix organization and high level of stakeholder service orientation
- Experienced in leading teams, proven history of training, coaching and mentoring
- Results driven leadership style, challenging status quo mindset
- High analytical skills and insightful
- Ability to handle stressWhat we offer Here at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance
