Digital Care Manager

What we will expect from you:

• Define customer care digital channels strategy and development
• Lead buildup of digital tools (chat, chatbots etc)
• Map key reasons for the customer to contact and customer journeys and translate them into digital interactions (FAQ, self-service menu, app functionality…)
• Oversee the quality of inputs and interactions on digital customer care tools
• Define success criteria and KPIs for digital tools, track, and report on KPI achievement
• Track and report digital interactions success, usage of customer care tools, recognize gaps in their usage and suggest improvements and optimization
• Cooperate with vendors and internal stakeholders on digital care tools development and improvement

For a good start, you will need:

• Minimum higher education, preferable University degree in organizational sciences, IT, or similar
• Relevant experience with digital care tools suite (chat, chatbots, voicebots, digital apps etc)
• Fluency in English and strong presentation skills

Why we think you should apply:

• You will work in a friendly environment which allows you to grow and develop
• Hybrid work model (on-site and off-site)
• 25 days off per year
• Competitive salary and participation in bonus reward system
• Private health insurance and paid yearly regular medical check-up
• Mobile phone with unlimited internet and Yettel Family tariff package
• Recreation or health program
• In-house training and development programs
• Career development opportunities

Please include your references in your CV, as reference check is an integral part of our selection process.

We hope to meet you soon!

Please, apply by 5.12.2023.