DESCRIPTION
We are a dynamic, fast growing company and we truly value and rely upon our people, our culture and our commitment to make a significant impact on the way people work. We are also committed to provide the best Customer Service experience to our clients.
Due to our rapid growth and the expansion of our operations globally, we are now looking to hire a Business Process Improvement and CXP Specialist for our team in Athens.
Your main responsibilities will include (but not limited to):
- Supervising our Customer Service Desk team
- Ensuring that the Service Desk KPIs and SLAs are met
- Monitoring, evaluating and improving our Customer Service processes
- Acting as a Project Manager of internal projects related to the implementation of tools and company-wide processes
- Aligning company’s process documentation (quality manual, procedures, manuals, etc.) with company’s strategic objectives
- Monitoring of company’s performance through several means (internal audits, KPIs, etc.)
REQUIREMENTS
- Higher education degree (preferably in technological or similar fields)
- 5 years of working experience in the IT industry in Customer Service Desk and/or Process Improvement positions
- Relevant working experience in Leading and/or Coordinating Customer Service Teams
- Experience in conducting internal and/or external audits according to ISO standards
- Diagnostic information gathering skills: ability to identify the information needed to clarify a situation, seek that information from appropriate sources and use skilful questioning to draw out the information
- Integrity and earning trust of internal and external customers
- Excellent verbal and written English language communication skills
- Excellent knowledge of MS Office suite and especially Microsoft Excel
- Knowledge of ITIL principles or experience in the implementation of other management standards/framework/guidelines will be considered an asset
BENEFITS
- Competitive and attractive salary
- Private Health Insurance
- Friendly, pleasant and creative working environment
- Work – Life Balance
- Modern facilities (In-House restaurant and recreational areas)
- Constant opportunities to learn New Technologies
At EXUS we help our people to achieve excellent results by creating a challenging, pleasant work environment that encourages individual and team successes. We offer continuous personal development with the utilization of new technologies, training and technical research.
If you have experience in running a Service Desk, if you are familiar with the IT industry and the Customer Support Services of this industry, if you are a team player who likes to be challenged, please send us your resume.
