Customer Care Manager

Ημερομηνία: 8 Ιουλ 2026 Τοποθεσία: At Kotsovolos, we believe in your uniqueness and everything you have to offer! Here, you create your own current! 📈 Our achievements in numbers 3,000+ People | 100+ Stores | 2 Logistics Centers – 77.000 sqm | 2 Call Centers | 2 Modern Training Centers | Kapaskill – our live, personalized learning ecosystem | 75,000+ hours of training per year | 400+ different roles & 49 Business Units 🎯 Our purpose Better Living. Everywhere. for Everyone! 💼 Your everyday work-life Lead, coach, and develop the Customer Care team, fostering a high-performance culture focused on delivering an outstanding customer experience Oversee the daily operations of Customer Care across all contact channels, ensuring service excellence and achievement of key performance targets Monitor team performance through KPIs, quality standards, and coaching initiatives, driving continuous improvement in customer satisfaction and operational efficiency Manage escalated customer complaints, ensuring timely and effective resolution while identifying root causes and implementing preventive improvements Collaborate with internal teams and external partners to resolve customer issues, optimize processes, and support the rollout of new tools and digital initiatives Manage workforce planning, resource allocation, and performance reporting to ensure efficient operations and informed business decision-making 🚀 As an ideal fit, you should have 3+ years of experience leading Customer Service or Contact Center teams, ideally within a retail, services, or e-commerce environment. Strong leadership and people management skills, with the ability to coach, develop, and motivate high-performing teams. Proven ability to manage performance through KPIs, consistently achieving service level and quality targets. Excellent problem-solving and decision-making skills, with experience handling escalated customer complaints and complex service issues. Strong communication and interpersonal skills, with the ability to collaborate effectively across functions in a fast-paced environment. Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience, with familiarity in CRM and contact center systems. 💎 What we offer Continuous training in new technologies and tools Career development and growth opportunities Competitive bonus scheme, performance-based Group health/medical insurance package Hybrid working model Internal wellbeing actions ⭐ Join #teamKotsovolos and be part of a team that promotes new technologies, loves to evolve, embraces diversity and is next to society.