World Vision International

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Senior Customer Service Coordinator

Job Description

Senior Customer Service Coordinator (COR 243209)

Full time 8h/day, fixed term contract

National Office, Bucharest

Main Responsibilities:

1. Improve customer service experience, create engaged customers to ensure donor retention

  • Define and deploy customer service standards.

  • Oversee the achievement and maintenance of agreed customer service levels and standards

  • Keep accurate records and document customer service actions and discussions

  • Take ownership of customers issues and follow problems through to resolution

  • Analyze statistics and compile accurate reports

  • Maintain an orderly workflow according to priorities

  • Adhere to and manage the approved budget.

2. Develop organizational capabilitiesin customer service area, by utilizing new and existing assets to achieve qualitative and quantitative targets

  • Run recurrent diagnosis to identify systems gaps, identify resolutions and required actions, and lead implementation.

  • Develop service procedures, policies and standards

  • Recruit, and develop customer service team in accordance with organizational staff expansion plans.

  • Identify and implement strategies to improve quality of service on an ongoing basis

  • Liaise with Marketing department and other organizational functions to support and implement growth strategies

3. Drive organic growthby developing and implementing strategies to enhance donor experience and donor cultivation, maximize use of customer data intelligence.

  • Build valuable donor data bases; make use of intelligent data management to upgrade donor experience and engagement.

  • Develop donor multiplication strategies and actions

  • Keep ahead of industry’s developments and apply best practices to areas of improvement

Knowledge, Skills, Abilities:

University Degree in Economics, Business or General Administration

Business development, account management, sales strategies, marketing, and social marketing.

Customer oriented mind-set and attitude

Ability to think strategically and visualize the bigger picture; pro-active, solution oriented. Ability and vision to bring WVR’s Customer service to a new level.

Excellent interpersonal skills including the ability to persuade network and negotiate effectively at senior levels.

Excellent verbal & written presentation skills.

Self-motivated; able to work independently in a relatively unstructured but highly accountable environment.

Proficient in English – writing and speaking.

Significant business experience within Sales or Marketing

Application will be received until 28.02.2017.