לוח משרות דרושים Customer Success Manager בפתח תקווה

required Customer Care Director
Directly manage a group of team leaders, provide coaching and guidance for them to become exceptional in their role, foster a positive and collaborative work environment
Set clear performance expectations, conduct performance evaluations and provide on-going feedback
Develop and implement strategies to boost the team motivation
Establish excellent relationships with relevant stakeholders, including Matrix relationship, to ensure smooth operation of team responsibilities
Performance Management:
Monitor and analyze call center metrics and KPIs to assess team and individual performance
Identify areas for improvement and implement corrective actions to ensure targets are exceeded
Implement training programs to enhance agent skills and knowledge
Quality Assurance:
Establish and enforce Quality Assurance standards to ensure consistent and high-quality customer interactions
Conduct regular call monitoring and audits to identify areas for improvement
Collaborate with relevant departments to address product or service issues affecting the customer satisfaction
CX improvement:
Continuously assess and improve customer care processes, policies, and procedures to enhance the overall customer experience. Implement best practices to resolve customer issues promptly and effectively
Implement new technologies and tools to enhance the customer experience and the agents productivity
Collaborate with other departments to resolve escalated customer issues and drive process improvement
Compliance:
Ensure that the customer care team adheres to all relevant regulations and industry standards, including data protection and privacy laws

Position Overview:
The Global Customer success manger is accountable, as part of a team, for supporting and interacting with Digi Key's International and domestic customers, both internal and external, to address inquiries with in-depth knowledge of company products and services.
This position proactively provides information and education to customers, as appropriate, about a variety of products self-service programs Digi-Key offers in a variety of mediums including telephone/email/chat/text.
Handle customers enquiries, complaints of Pre-sales and After-sales via call, email and web chat in a timely and professional manner.
Process order/quotation submitted via fax, email and Internet
Perform any other duties as assigned by supervisor(s) from time to time

We are looking for a passionate and energetic Customer Success Manager who will join our growing team located in Israel, to deliver a superb customer experience to our local clients in Israel.

Our customers satisfaction is the key to our success, making this role a vital component of our companys growth. The Customer Success Manager will lead and ensure the onboarding process of new customers and maintain the satisfaction level of existing ones.