Coordinator Shift Night

Customer Support - Chisinau-Bernardazzi, A. Bernardazzi 66

Prezentarea companiei

ATD TECHNOLOGIES is an IT company that was established in 2019 and despite the fact that it is quite young in the information technology industry, it already has the status of a resident of the information technology park “Moldova IT Park". All the main resources of the company "ATD TECHNOLOGIEIS" S. R. L. are aimed at servicing and technical support of the well-known European company AUTODOC AG, whose central office is located in Berlin (Germany). Today, AUTODOC AG is represented in 26 European countries and, in particular, is an expert in the sale of auto parts through an online store where you will find a wide selection of high-quality products for all brands and models of cars. (https://www.autodoc.de/) Our goal # 1 is to take care of the customers of AUTODOC AG. We are interested in long-term cooperation with them and a team of professionals helps us in this, of which YOU can become a part!

Fișa postului

Responsibilities

  • Supervises and takes responsibility for all aspects of prompt support provided by the contact centre;
  • Ensures leadership, learning, and development of the team leaders and agents;
  • Actively engages the team and supports its development to ensure better performance and succession planning;
  • Cooperates with the HR and recruitment teams to manage recruitment and selection of team leaders and agents;
  • Participates in developing and implementing change projects that affect the contact centre;
  • Ensures effective and consistent communication within the team and encourages feedback to improve customer service;
  • Implements performance culture, review processes, and structures that help to achieve customer service levels and improve the service compared to the defined targets;
  • Builds and maintains effective relationships with internal and external stakeholders;
  • Identifies best practices, processes, and systems and promotes continuous improvement of the working environment;
  • Cooperates with the resource planning team to ensure that the most effective plans are implemented;
  • Ensures that service and sales targets, SLAs, and KPIs are regularly reviewed and that the optimum quality and service level is met;
  • Supervises team leaders (supervisors) and contact centre agents.

Requirements

  • Experience with MS Office and G Suite
  • Language skills: B2 level or higher
  • Bachelor’s degree (preferably in management)
  • Time management skills
  • Customer-oriented approach
  • Ability to learn quickly
  • Good operational skills in software settings
  • Expertise in company’s business practices
  • Excellent decision-making skills
  • Ability to handle customer enquiries quickly
  • Strong analytical skills
  • Team leadership skills

Informațiile suplimentare

We offer

  • Work in a large European company
  • Stability even during the quarantine period
  • Flexible schedule 15:00 - 24:00
  • A team of like-minded people
  • Skill development: free external and internal vocational training and certification courses, paid language courses, etc.
  • 28 vacation days, national holidays and unlimited sick days Health insurance
  • Friendly team building, cool corporate events
  • Sports activities with colleagues
  • AUTODOC discount card to popular entertainment venues
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