Customer Care IT Tools and Self-Service Manager

Miravia; Madrid; Presencial; EUR 24.000 - 28.000; Jornada completa

Descripción de la vacante

Miravia, an innovative e-commerce platform, is seeking a dynamic Customer Care IT Tools and Self-Service Manager to lead their customer service team in Madrid. The successful candidate will possess strong leadership and communication skills, manage customer queries across multiple channels, and drive continuous improvement initiatives. This role involves overseeing daily operations and optimizing processes to enhance customer satisfaction and service delivery.

Formación

• Native or bilingual Spanish; business proficiency in English.
• 3 years experience in process enhancement and project management in e-commerce.
• Ability to thrive in a fast-paced, changing environment.

Responsabilidades

• Manage customer queries effectively via various channels.
• Define requirements and process solutions with business teams.
• Prepare and analyze strategic dashboards for BPO performance.

Conocimientos

Leadership

Communication

Customer-centric mindset

Analytical skills

Problem-solving

Data analysis

Herramientas

Power BI

Tableau

SQL

Microsoft Office

Descripción del empleo

Customer Care IT Tools and Self-Service Manager

Miravia Madrid, Community of Madrid, Spain

Customer Care IT Tools and Self-Service Manager

Miravia Madrid, Community of Madrid, Spain

2 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

About Miravia : Miravia is an innovative e-commerce platform that connects buyers and sellers effortlessly. We are committed to providing a dynamic shopping experience by partnering with forward-thinking brands across diverse categories. Based in Madrid, we collaborate with global teams to develop the e-commerce platforms of tomorrow.

Your Role : We are seeking a dynamic and experienced IT tools and self-service Manager to lead our customer service team. The ideal candidate will possess strong leadership skills, and a minimum of three years of experience in a similar role. This position is responsible for overseeing the day-to-day operations of the customer service department, ensuring exceptional service delivery, and driving continuous improvement initiatives. And defining and optimizing the business processes in order to do this.

Key Responsibilities :

• Effectively and professionally manage customer queries (questions, concerns, complaints, requests, and feedback) via call, chat, e-mail, reviews, comments, and other forms of communication media on the eCommerce channels and platforms we manage.
• Work successfully with internal and external teams to ensure quick, efficient, and effective solutions for customer queries.
• Strategically form a well-thought, thoroughly guided, and most appropriate resolution to customer queries that is effective, efficient, and timely.
• Establish stronger customer relationships through courteous pre-sales services and post-sales follow-ups.
• Define requirements and high-level process / system solutions agreeing with business teams across the company (Payments, customer service, commercial, CX, product, operations, etc)
• Ensure that all projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issues.
• Prepare and analyze strategic and operational dashboards to evaluate BPO performance using tools like Power BI , Tableau , or similar platforms. This includes integrating and leveraging SQL databases to support data extraction, analysis, reporting, and performance tracking.
• Optimizing CRM tools to improve workflows and customer engagement.
• Any other duties as assigned by the management.

Requirements :

• Native or Bilingual Spanish.
• Business proficiency English.
• 3 years experience on process enhancement and project management in Consumer experience, innovation, and eCommerce.
• Strong communication skills with all levels of stakeholders.
• Customer-centric mindset, good team player, and embrace a collaborative and open working culture.
• Self-motivated, and has the desire to push for changes which create impact and value for the organization.
• Ability to thrive in a fast-paced and changing business environment by anticipating and adapting to evolving needs.
• Analytical mindset with strong problem-solving and data analysis skills, able to innovate and perform under pressure.
• Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
• Able to travel for business as and when needed.
• Proficient in Microsoft Office.
• Power BI, Tableau and SQL.
• Experience with e-content / digital building tools is an advantage.

Application Process :

Ready to embark on this journey with us? Please send your CV in English!

Whether you tick every box or bring a unique blend of skills, we want to hear from you. Diversity is our strength, and we encourage applications from those who bring distinct perspectives to our team.

Join Miravia, and let's shape the e-commerce landscape together!

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Management

Internet Marketplace Platforms

Referrals increase your chances of interviewing at Miravia by 2x

Get notified about new Customer Care Professional jobs in Madrid, Community of Madrid, Spain .

Alcobendas, Community of Madrid, Spain 1 week ago

Madrid, Community of Madrid, Spain 2 weeks ago

Madrid, Community of Madrid, Spain 3 days ago

Madrid, Community of Madrid, Spain 1 week ago

Madrid, Community of Madrid, Spain 2 weeks ago

Customer Service Representative - Health and Travel Insurance

Madrid, Community of Madrid, Spain 4 months ago

Operations and Customer Services Back / Middle Officer.

Madrid, Community of Madrid, Spain 4 weeks ago

Madrid, Community of Madrid, Spain 1 month ago

Madrid, Community of Madrid, Spain 21 hours ago

Alcobendas, Community of Madrid, Spain 1 month ago

Madrid, Community of Madrid, Spain 2 weeks ago

Customer Service Representative (Spain & Portugal)

Madrid, Community of Madrid, Spain €24,000.00-€28,000.00 1 week ago

Madrid, Community of Madrid, Spain €24,000.00-€24,000.00 2 weeks ago

Madrid, Community of Madrid, Spain 1 week ago

Madrid, Community of Madrid, Spain 1 month ago

Madrid, Community of Madrid, Spain 1 day ago

Madrid, Community of Madrid, Spain 29 minutes ago

Alcobendas, Community of Madrid, Spain 3 weeks ago

CUSTOMER CARE TEAM LEADER (H / M) OTIS EMEA

Leganés, Community of Madrid, Spain 2 weeks ago

Madrid, Community of Madrid, Spain 1 week ago

Madrid, Community of Madrid, Spain €45,000.00-€45,000.00 1 month ago

Madrid, Community of Madrid, Spain 1 week ago

Madrid, Community of Madrid, Spain 1 day ago

Madrid, Community of Madrid, Spain 3 weeks ago

Personal Assistant to CEO – BSBI Madrid (m / f / d)

Madrid, Community of Madrid, Spain 1 week ago

Madrid, Community of Madrid, Spain 6 days ago

Madrid, Community of Madrid, Spain 5 days ago

Customer Service Representative (French)

Madrid, Community of Madrid, Spain 1 week ago

Madrid, Community of Madrid, Spain 2 weeks ago

Madrid, Community of Madrid, Spain 2 weeks ago

Madrid, Community of Madrid, Spain 1 day ago

Madrid, Community of Madrid, Spain 1 day ago

Madrid, Community of Madrid, Spain 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr