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MANAGER I CUSTOMER SERVICE

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

Job Overview

TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE’s products or services. They may promote and sell our company's products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy.

 

In order to support our growth strategy through Extraordinary Customer Experience (ECE) this role will focus on proactively building a strong Customer Care team in our Warsaw office and developing best in class service practices for our customers. The role will report to the EMEA Customer Service Manager ICT and will be part of the EMEA customer care leadership team. The EMEA customer care organization is composed of direct reporting teams based in The Netherlands, Germany, and Poland, and a functional team in India.

Main Responsibilities:

-Develop and manage the customer care team in Poland
-Drive the implementation of the differentiated customer service offering based on customer segmentation to drive growth
-Work with the team, sales organization and ICT management to develop and implement service differentiation strategies by sub vertical
-Drive the development and executing of the TEOA strategy for ICT customer service. Develop strategies to improve quality of service and productivity. Drive processes, procedures and measurements / KPIs for the customer service team in Poland
-Ensure monitoring of accuracy of reporting and data base information
-Actively involved in day-to-day customer escalations, with the focus on fixing root cause issues
-Encourage and support transition from an order and backlog focused organization to a more proactive customer care team, shifting focus to growth as well as driving ECE 
-Develop and foster a continuous improvement mindset in the global customer care organization focused – embed a root cause corrective action mentality
-Identify and address training and coaching needs; being actively involved in learning and development of the customer service team, building future talent pipeline
-Stakeholder Management -influencing and getting buy-in- e.g. Functions like Finance, Pricing, Sales
 

What your background should look like:

  • Relevant bachelor’s degree or related field resp. proven leadership experience in customer care
  • Proven track record in successfully implementing and executing process excellence
  • Team player with strong supervisory experience and skills
  • Excellent knowledge of management methods and techniques
  • In-depth knowledge of customer service principles and practices
  • Strong change management skills
  • Strong client-facing and communication skills; presentation skills
  • Problem analysis and problem-solving
  • Planning & organizing
  • Flexibility and stress tolerance
  • Proficiency in English, Polish

Competencies

Managing and Measuring Work
Building Effective Teams
Motivating Others
Values: Integrity, Accountability, Teamwork, Innovation
SET : Strategy, Execution, Talent (for managers)
Location: 

WARSZAWA, KP, PL, 02-677

City:  WARSZAWA
State:  KP
Country/Region:  PL
Travel:  10% to 25%
Requisition ID:  94680
Alternative Locations: 
Function:  Customer Service


Job Segment: Pre-Sales, Service Manager, Network, Manager, Sales, Customer Service, Technology, Management

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