Head of the client service department in Concert.ua

We are the largest ticket operator in the country, which co-creates and develops modern Ukrainian culture, connecting artists with connoisseurs.

Now we are looking, who strives to develop the team and implement modern customer service.

• a team where everyone is in their place. Our engagement rate of 91% and eNPS of 77 prove that we truly value support, trust and mutual respect. We not only work, but also get together often, creating a cool atmosphere;

• investing in your growth: we have our own library, we compensate for training and offer mentoring so that you always develop. Over the past year, 11 colleagues have already taken a step up the career ladder

• comfortable conditions: hybrid format, cozy office, 24 days of vacation and 5 additional days off per year - we take care of your work-life balance;

style="font-weight: 700; font-style: normal; text-decoration: none">THIS JOB IS FOR YOU IF YOU ARE:

• a leader with experience managing a care function or in a similar direction (from 3 years), who knows how to build strong teams, inspire people and achieve ambitious goals;

• expert for whom the client's wow experience is the result of systematic work, analytics and implementation innovations;

• think strategically, know how to work with metrics (CSAT, NPS, FCR, SLA), automate processes, usedeploy modern tools (CRM, Helpdesk, AI) and implement new approaches together with the IT team;

• communicator who maintains a healthy atmosphere in the team, facilitates dialogue, resolves conflicts and inspires own example.

WHAT WILL BE YOUR TASKS?

• conduct audit of service processes, identify growth points and create a roadmap for changes.

• build a strong, motivated team, increase its effectiveness and involvement.

• renew the department's bonus system to motivate the team to achieve results.

• implement a new approach to ticket returns.

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