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We are at the heart of every place that matters. As a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. Our work is IMPORTANT. YOU are important. We provide our people with the tools to shape their careers for growth. With around 16,000 employees worldwide, EVERY team member contributes to our mission and can make a positive difference. By working as one global team, we continue growing the business, growing together, and growing ourselves. Build your career with us!

Tower Lead - Customer Care Centre

Sofia, BG, 1784

Dec 5, 2024

A job that matters: your tasks

  • Leader for the Customer care center team: coaching, training, salary review, performance & development, health and safety, and recruitment
  • Build, optimize and improve the customer care process
  • Work closely with internal stakeholders to ensure a smooth customer focused process
  • Maintain a high-level service towards the customer
  • Create business opportunities with new and old customers
  • Direct and implement Customer focus initiatives
  • Analyze and report on all customer service activities and on defined KPI’s such as OTD (on-time-delivery), monthly sale tracker and estimation of monthly sales
  • Ensure on-time delivery to customers within the order processes and minimize backlog issues
  • Continually monitors order and sales volumes by customer/channel/region to determine efficient resource allocation and adjusts accordingly so that “Best Customer Experience” commitments are met
  • Customer master data control in SAP and CRM regarding customers, prices, and discounts

 

An experience that matters: your skills

  • Previous leadership experience of minimum five years
  • Commercial understanding and knowledge of supply chain and logistics
  • Previous experience from managing a customer care center or similar
  • Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field; a Master's degree is preferred
  • Professional certifications in relevant areas (e.g., Project Management, Six Sigma) are advantageous
  • Experience in SAP SD/MM module is a bonus
  • Experience in effective problem-solving skills and Lean initiatives is a bonus
  • A customer focused mindset and extensive experience from customer relations
  • Leadership skills

 

A workplace that matters: our offering

  • Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
  • Attractive remuneration package
  • Opportunity for flexibility with a hybrid working model
  • Home office allowance
  • 25 days paid annual leave
  • Additional health insurance
  • 200 BGN Food vouchers
  • Public transportation card
  • Optional parking space
  • Multisport card
  • Language training opportunity
  • Employee referral program
  • Brand new modern office premises in a class A Business building
  • Fresh fruits in the office
  • Training and mentorship programs
  • Access to over 15,000 LinkedIn Learning courses to assist in your development
dormakaba business services Bulgaria Ltd

 

 

 

 

 

 

 

Interested?

Sevastiyana Hristova
is looking forward
to your application.
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