2023-08-23 14:48:55

Customer Service Manager

CVKeskus.ee klient

Job Description

Are you our next creator of change? This is for you who wants to have a real impact on creating a healthier planet for our children every day. At Neste, you will be working for the world’s leading producer of sustainable aviation fuel and renewable diesel and a forerunner in developing renewable and circular feedstock solutions for polymers and chemicals. Let’s create transformation for a sustainable future together. 

We are looking for you,

Customer Service Manager

to lead our Customer Service team in Tallinn, Estonia

We are seeking a dedicated individual to lead the Customer Service team in Tallinn and to be responsible for providing excellent customer service by leading customer service operations in Estonia. In your role as a Customer Service Manager, you are responsible for directing the operational work of the Customer Service specialists working in the Customer Service team. You also take care of the competence of your own team members, ensuring customer-oriented operations and mindset.

In Customer Service, the most important task is to provide an excellent customer experience, meaning high-quality, effective and efficient management of customer contacts and utilization of sales opportunities.  Customer Service is responsible for handling B2B and B2C customers of the Marketing & Services industry in accordance with jointly agreed treatment models. Customer contacts are handled by phone, e-mail and chat on weekdays from 8:00 a.m. to 4:30 p.m.

As a Customer Service Manager, you act as the immediate supervisor of approx. 5 Customer Service specialists. Responsibilities include matters related to work well-being and you encourage your team members to continuously improve their work. Responsibilities include also directing and supporting an outsourced customer service company which supports daily operations and handles part of the direct customer contacts.

In this role you work in close cooperation with other supervisors and internal stakeholders. The work requires speed, independent decision-making ability and cooperation and flexibility to achieve common goals. You will also engage in frequent and extensive communication with customers, partners, and internal stakeholders within Neste. Your primary responsibilities include managing the needs of customers and ensuring customer satisfaction.

Reasons to join

Real impact right now. We work in an inspiring and evolving business environment, where everything we do serves one purpose: to create a healthier planet for our children. To drive a growing impact as a global leader in renewable and circular solutions we live by our values every day; we care, we have courage, we cooperate.

Safety and caring. We value safety always and everywhere. We want our work to feel good and do good. At Neste, we nurture a culture where everyone is welcome and feels safe, respected and encouraged to be their unique true selves.

Exciting growth. Transformation brings new possibilities and fosters our courage and curiosity. As a global growing company, we support personal development with versatile learning and career opportunities. Collaboration is the key, and we believe in flexible, smart ways of working.

More about the job

Your role in our team

  • Ensure that Customer Service operates accordingly during opening hours
  • Ensure that Customer Service complies with the current regulations
  • Coach and support team members in customer calls, emails and chats according to best practise
  • Take ownership and guide team members to handle customers issues and reclamations to find resolutions
  • Recruit, mentor and develop teams skills and nurture an environment where they can excel through encouragement and empowerment
  • Enhance customer experience through customer contacts
  • Develop Customer Service operations
  • Handle team’s administrative tasks

Requirements

Keys to success in this role

  • Higher education qualifications
  • Previous work experience in Customer Service
  • Experience working as team lead and supervisor
  • Understanding of customer experience
  • Fluency in both spoken and written Estonian and English, Russian is a plus
  • Good IT skills, including proficiency with Google office tools; familiarity with MS Dynamics/365 is a plus
  • Demonstrated responsibility and a proactive, can-do attitude
  • Eagerness to learn and adapt to new tasks and technologies
  • Ability to efficiently prioritise tasks and manage time effectively
  • Excellent teamwork and communication skills
  • Initiative and the ability to work independently

Company offers

Our benefits for employees in Estonia include for example sports compensation or health insurance, additional winter vacation and possibility to hybrid work. We will give more detailed information about benefits during the recruitment process.

Let’s get you started

Wondering whether we are a match or not? Take a short test at neste.com/game.

We look forward to receiving your CV and application in English with a salary request as soon as possible, but latest by 31 st of August, 2024. Please note that we will start interviews already during the application period and will hire as soon as we find the suitable candidate.

If you have any questions regarding the process or the position, please get in touch with MPS consultant Maarika Luht, +372 5131386.