Head of Customer Support in VEChIR TELEKOM

Hello!

We are the VECHIR TELECOM team - an Internet provider operating in the telecommunications services market since 2014. We provide high-quality communication in Kyiv, as well as in Vinnytsia and Chernivtsi regions.

Our mission is to make the Internet accessible, simple and convenient thanks to modern technologies and a service that you can really be proud of.

We are fast growing, evolving and we value the connection with our customers even more. And for this we need our people - empathetic, responsible and open to new things.

We are looking for not just a specialist, but a puzzle - someone who will complement our team with sincerity, creativity and a desire to do something important.

Who do we need?

A person who:

• Thinks strategically, acts proactively and makes decisions like an owner;
• Not afraid to test, make mistakes and learn every day;
• He is genuinely interested in people and wants to provide quality service that customers really appreciate.
• Knows how to build a team, motivate and support development talents.
  

What you will do:

• Develop and implement the Support Service style="font-weight: normal; text-decoration: none"> company.
  

• Implement and improveautomation, chatbots: 400; text-decoration: none"> none">

  AnalyzeSupport KPI and take steps to improve them.
  

• Create and Improvecustomer service standards, scripts and processes.
  

• Organize the team's daily work, conduct training and mentoring.
  

• Maintain and improve the system of employee motivation and performance evaluation. 
  

• Analyze the reasons for customer complaints and prevent future problems, solve them at the root.
  

• Monitor customer satisfaction (CSAT, NPS) and implement changes based on data.
  

• Interact with the technical department to introduce new tools and solve current tasks.
  

What can drive you:

• The ability to create quality customer experience - to build a service that customers really value.
  

• Team development and training, influence on culture and service standards.

• Experience profile (preferable): style="font-weight: 400; font-style: normal; text-decoration: none">

  Experience managing a support or customer service team.

• The ability to organize training, mentoring and non-materiality. 400; font-style: normal; text-decoration: none">

  Skills of service and communication.Process optimization experience in customer service.
  

• Practical experience in implementing automation (chatbots, CRM, AI solutions) to increase efficiency and quality of service.
  

• Analysis of customer inquiries and implementation of preventive measures.Working with feedback tools (NPS, CSAT).span>
  

VECHIR offers:

• Участь у стратегічному розвитку product and customer experience.
  

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If you're reading this and thinking, "This is about me!" — do not delay.

Send your resume and let's get to know each other. Maybe you is the puzzle we've been waiting for.