About Farmazon

Founded in 2014 as the first B2B marketplace for pharmacies, Farmazon is the leading software company with a vibrant community of 29.000 pharmacists all over the country. Farmazon continues to shape the future of the pharmaceutical procurement landscape by providing the most innovative and intuitive technological tools.

We have grown fast thanks to our young and dynamic team, awarded Great Place to Work 2022 and 2023.

If this Customer Experience Manager role suits you then we are more than happy to meet you soon!

What will you be responsible for?

• The Call Center Manager will play an important role in helping to develop a customer centric culture in their team, leading by example with a strong focus on results.
• Ensure timely response of customer requests via phone and chat in order to meet SLA’s e.g. service levels, special reporting, complaint handling, quality measures Customer Services Teams.
• Responsible for outsourced Call Center Channel management.
• Provide Social Media Customer Service Support and increase Customer Satisfaction.
• Ensuring that all information given to the customer complies with the company’s quality standards
• Creating solutions that create value for the customer and provide competitive advantage, working in coordination and harmony with all relevant business units within the company,
• To make / have customer satisfaction measurements related to products and services, to ensure the necessary coordination with the Operations Unit in this framework, to monitor customer continuity
• To bring suggestions, follow up and finalize the activities aimed at ensuring customer satisfaction with optimum cost and maximum benefit.
• Analyzing customer feedback and reporting to relevant units for the development of new/existing products/services.
• Supporting the personal and professional development of its employees.
• Develop robust capacity planning for Customer Services inhouse teams and Key Account Team’s portfolio to ensure service quality needs are met.
• Monitor call and process quality including closed loop feedback to both agents and the business.
• A strong focus on agent development using coaching, online training and compliance checks on an ongoing basis.
• Work proactively to avoid customer dissatisfaction at all times, including ongoing root cause analysis.
• Actively engage in process improvement opportunities and customer experience projects to continually improve customer satisfaction.
• Monitor communication channels such as IVR, email, chat etc. to ensure customer needs are being met.
• Support ongoing development of Farmazon systems.

What do we expect from you?

• Graduated with a Bachelor’s degree
• Minimum 8 years of experience in a similar role, B2C & B2B Customer facing role with Call Center Team Management, Complaint and Demand Management, Social Media Complaint management and a Call Center background or outsourced Call Center channel management
• At least 3 years of team management experience,
• Strong focus on the Customer, Decision Making, Problem Solving, Prioritization and Ensuring a good work life balance for his/her Team.
• Ability to set-up, facilitate and lead customer service improvement initiatives.
• Customer-oriented mindset with the ability to identify customer issues spots,
• A ‘completer-finisher’ taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success.
• Good verbal and written communication skills and the ability to interact professionally with others.
• Developed basic coaching, strong communication, negotiation and interpersonal skills
• Advanced knowledge of improving customer experience processes, including data analysis,
• Numerical and analytical skills with great attention to detail,
• Ability to take ownership and responsibility, proactively seek solutions and improvement opportunities,
• Adaptability and flexibility in how you support the team and business needs,
• Process-oriented, proficient in problem solving and decision making.
• Excellent in data analysis and the use of Microsoft Office, Word, Excel, Outlook and PowerPoint.

Perks and benefits will you have:

• Competitive salary
• Private health insurance because we really care about your health
• Various digital platform subscriptions such as Netflix, Spotify etc.
• Various types of annual and other types of leaves such as menstrual leave, seniority leave, and parental leave etc.
• Day off for your birthday, because we want you to enjoy your birthday to the fullest with a sweet present from the Farmazon team
• Monthly food allowance
• Travel allowance for hybrid employees
• Referral bonus system in which employees get paid when their referred candidate is hired
• Internal, external and online training
• Personal training support budget
• Books and art activities as appreciation gifts from your coworkers
• Being part of a fabulous team
• A team that values open communication, multidimensional leadership and teamwork
• A dynamic work environment which relies on collaboration
• Never-ending opportunities for learning and improvement
• Social events organized to lift the Farmazon Spirit culture