Customer Case Manager (Madrid)

Customer Case Manager (Madrid)

14 oct
|
Bigblue
|
Madrid

14 oct

Bigblue

Madrid

Responsibilities

Manage & coach the Customer Care team

Lead the Spanish Care team on a daily basis to drive performance.

Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.

Ensure tickets review with the Spanish Care team.

Provide coaching and support to the team when needed.

Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.

Guarantee high responsiveness and service quality for tickets to thrive for excellence.

Participate in tickets handling with the team and merchants calls (around 20% of your time).

Be responsible for escalations from our merchants via calls and meetings.

Create ad-hoc strategic planning with merchants without an

📌 Customer Case Manager (Madrid)
🏢 Bigblue
📍 Madrid

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