Project Manager Standartd and Development in Kyivstar/Kiyivstar

We are looking for a focused and result-oriented project manager who will develop service standards in all B2B customer contact channels. 

This role has the ability to improve the quality of service, change existing processes, develop and implement customer service standards.

Main Responsibilities connections:

• Research of existing service processes and search for bottlenecks for improvement;
• Development and implementation of service standards and prepares relevant materials for all channels B2B;
• Analysis of the effectiveness of complaint resolution, initiation of process changes if necessary;
• Analysis of CSI, NPS and service metrics results;
• Implementation of an action plan based on conclusions from research to improve the customer experience;
• Control of the systematic provision of feedback to customers after the survey;
• Initiates the training of service managers on new service standards;
• Initiates the implementation of cross- functional service processes aimed at increasing the level of customer satisfaction;
• Analysis of risks of deterioration of customer survey indicators and planning of actions to prevent them.  

Necessary skills:

• At least 3 years in customer service, preferably B2B;
• Skills in practical creation of service standards;
• Exceptional negotiator and leadership qualities;
• Knowledge of basic project management methodologies;
• Strong communication skills and interpersonal, organizational skills abilities;
• Strong data analysis and problem solving skills;
• Business and metrics orientation. Practical experience in analytics;
• Ability to use methodologies to prioritize changes;
• Excellent written and oral communication skills, cross-functional cooperation;
• English language level at levels B1 and above.

Why Kyivstar:

• Barrier-free space - we respect your personality and help make work a pleasant part of life;
• Flexible work schedule, hybrid work format;
• Basic social benefits and even more;
• Opportunities for career development and management
• Mental and emotional support programs for you and your family;
• Easy adaptation - we are there from the first call;
• Care and support of Defenders: support programs for military personnel, veterans and their families "4.5.0. Finally at home";
• A responsible company that supports the country, society and the army.

Join Kyivstar, because this is your new comfort zone in professional life!