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La Chambre de Commerce et d’Industrie France-Albanie recrute pour un de ses clients! The Chamber of ...

is looking for one of its clients:


Job Posting Head of Customer

Founded in 2012, Mogo is a financial institution active in financial leasing in the automotive field, with presence in several countries such as Latvia, Lithuania, Estonia, Georgia, Poland, Romania, Bulgaria and Armenia. The dynamic development of Mogo is possible due to strong capital support, an efficient technology solution and sound management of loan portfolio which currently reached 90 million.

We are looking for specialists to launch operations in Albania and this notice is for the position:


Head of Customer Service

Position description

Ø  - Plan, organize, direct, manage, and evaluate whole customer serviceactivities and budget of an organization;

Ø  Provide excellent customer service and promote this idea throughout the organisation to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations;

Ø  Provide a healthy working environment for subordinates.


Ø  Is responsible to maintain privacy and confidentiality;

Ø  Is responsible to notify his/her direct supervisor of a possible hazard, which may harm company;

Ø  Is responsible for the mistakes caused by him/her;

Ø  Is responsible to show care for the company’s reputation;

Ø  Is responsible to properly use all company assets and protect them from misuse, loss or improper destruction.

Main Tasks

Ø  Leading or supervising a team of customer service staff;

Ø  Develop, implement and improve customer service policies andprocedures;

Ø  learning about organisation's products or services and keeping up to date with changes Define and communicate customer service standards;

Ø  Plan, prioritize and delegate work tasks to ensure proper functioning of the department;

Ø  Direct the daily operations of the customer service team;

Ø  Handle complex and escalated customer service issues;

Ø  Analyze relevant data to determine customer service outputs;

Ø  Analysing statistics or other data to determine the level of customer service an organisation is providing;

Ø  Liaise with company management to support and implement growth strategies;

Ø  Ensure the necessary resources and tools are available for quality customer service delivery;

Ø  Review customer complaints;

Ø  Track customer complaint resolution

Ø  Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;

Ø  Writing reports analysing the customer service that an organisation provides;

Ø  Meeting with other managers to discuss possible improvements to customer service;

Ø  Being involved in staff recruitment and appraisals;

Ø  Training staff to deliver a high standard of customer service;

Ø  Other activities that are connected with his/her job.


Ideal candidate

Ø  Bachelor's degree in Business management;

Ø  Customer service experience (supervisory) at least 2 years;

Ø  In-depth knowledge of customer service principles and practices;

Ø  Working knowledge of customer service software, databases and tools;

Ø  Proficiency in CRM systems;

Ø  Proficiency in MS Office applications;

Ø  Proficiency in English.

Key Competencies

Ø  Supervisory skills;

Ø  Ability to meet targets and deadlines;

Ø  Strong client-facing and communication skills;

Ø  Problem-solving skills;

Ø  Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;

Ø  Motivational skills and an ability to supervise and lead a team of customer service assistants;

Ø  Organisational and planning skills,Creative thinking, to be able to come up with new ideas to improve and develop customer service standards;

Ø  Advanced troubleshooting and multi-tasking skills;

Ø  An ability to work well under pressure;

Ø  Presentation skills;

Ø  Commitment to improve his/her own customer service skills on an ongoing basis



 All interested applicants are kindly asked to send their application composed of: 
1.Letter of motivation, 

 Interested candidates are encouraged to apply till 15 September 2017.

 To: info@ccifa.al

 All applications will be treated with high confidentiality.

Only selected candidates will be invited for an interview



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