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Megatek S.A., the biggest Do-IT-Yourself wholesale and retail hypermarket in Albania,is currently looking for a potential candidate for the position of:.
Online & Customer Experience Supervisor

Main capabilities:
A strong service mind and customer oriented.
Able to lead a customer experience team for better results
Able to design excellent customer experience focused on end-to-end customer journeys

Strong analytical skills:
Decision maker and creative
Able to work under pressure
Able to work in a well structured environment and build cross-functional relationships with all stakeholders

An open and straightforward way of communicating.
Previous experience in the facility/operations area and online
Administrative skills and accuracy; budgets, reports and analyzing, MS Office.
Good technical background will be added value

Responsible to:
Recruit, train and motivate staff to provide best in class customer service
Build, implement customer experience new strategy and ensure (online and operational) strategy is in accordance with latest market trends and companies’ vision and strategy.
Ensure the customer journey’s stages from exploring until renewal are well designed and functional.
Investigate customer's problems and find solutions.

Handle major incidents that cannot be resolved by agents in front line & online channels
Isolate and identify areas of improvement.
Communicate with customers when required, directly and/or via phone, email, or letter
Manage and monitor complaint end-to-end process
Ensure all complaints and order issues are solved within predefined KPI-s
Issue refunds to customers.
Oversee and monitor transport and return process.
Provide scripts and online ready templates to read from during phone calls or chat communications
Keep staff informed and updated on new company products and services.
Ensure all customer experience procedures are in place and followed by staff
Ensure standards for quality are met in line with Company ethics and standards.
Deliver an exceptional customer service program that offers the best customer experience and online user experience
Maintain an awareness of market trends and forthcoming customer initiatives, monitoring online competitors
Initiate changes to improve the online experience and online sales
Utilize social media to respond to customer needs and their suggestions or complaints
Carry out the Voice of the Customers on agents and customer service experience
Compile and build reports& analyzing on overall customer satisfaction.
Analyze data and statistics to prepare reports regarding customer complaints & requests, online activities, and business performance according to company requirements.
Suggest new strategies to improve customer experience based on regular reporting and analyzing and work with management on customer service initiatives.

Qualifications and Skills:
Education: Master degree in Marketing, Communication or related field.

Experience:Minimum 4-5 years of progressive digital marketing experience required, including ecommerce experience.

Skills:
· Exceptional project management skills. Ability to prioritize, multitask, focus, lead, influence and delegate
· Experience in website management/basic HTML/content management systems.
· Fluent in Google Analytics software

Languages: Excellent verbal and written communication skills in English.

Application Procedure:
To apply, please forward the following documents until 10 January 2018:
1. Detailed CV
2. Letter of Interest, to this email address: burimenjerezore@megateksa.com

or send a hard copy to:

MEGATEK S.A
Human Resources Department
Autostrada Tirane-Durres km 7.
Tirana, Albania