Sofia Stars is growing tremendously, and we continue to conquer new countries! We are seeking a dynamic and dedicated individual to join our team as a Shift Manager.
Role in a nutshell:
As the number of CS agents continues to grow, the CS Team is seeking Shift Managers to effectively handle the rising volume of second-line escalations.
Responsibilities:
✅ Responsibilities:
✔️ Preparing daily market performance reports and providing them to the management;
✔️ Monitoring the workload on CS, taking proactive actions and communicating with the management;
✔️ Processing personal data requests from customers;
✔️ Assisting customer support agents by serving as second-line customer escalations from various jurisdictions;
✔️ Handling customer complaints;
✔️ Escalating product issues via Jira;
✔️ Check whether the scheduled number of agents is online, taking into account the pre-planned breaks and email rotations.
Qualifications:
✅ Must skills:
✔️ Knowledge and Experience in CS processes and flows in chats;
✔️ Strong soft communication skills;
✔️ Strong troubleshooting skills;
✔️ Excellent English Knowledge;
✔️ Ability to work and cooperate in a team;
✔️ Multitasking ability;
✔️ Time Management;
✔️ Data analysis;
✔️ Attention to detail.
✅ Good to have:
✔️ Experience working with Zendesk;
✔️ Experience working in a contact center environment;
✔️ Minimum 6 months experience in a similar role.
Why Sofia Stars?
✅ What we offer:
✔️ Official employment and full medical insurance (including in-patient and out-patient care, maternity, dental, and annual health check-ups);
✔️ Competitive salary and attractive bonus scheme;
✔️ Working in a dynamic International company;
✔️ Birthday celebration present;
✔️ Ability for career and professional growth within the company;
✔️ Sportscard (Multisport) - partly covered & team-building events and activities;
✔️ Sunny, spacious office;
✔️ Wedding and newborn gifts;
✔️ Time for proper rest and 20-25 working days of annual vacation, maternity leave support;
✔️ Breakfast, food vouchers, fruits, and snacks available in the office.
Our recruitment team will check your CV and Portfolio
in a few days. Sometimes it takes more time, so please be patient; we will contact you as soon as possible.
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