Maintain focus on customer needs, providing 'best in class' customer service to Ukrainian customers.

-Lead Customer Service Centre team, manage team resources, monitoring daily performances.

-Identify development gaps and propose trainings. Ensure smooth day-to-day operation of the services and consistently delivered KPI's

-Act as escalation point for all conflicting and difficult decisions relating to the team or customers

-Ensure strong team work culture and motivate the team

-CSC's performance estimation

-Leading of regular CSC Team meetings to react accordingly on KPI's

-Decide about impact of customer issues in order to workload, identify root causes and issues

-Collection and analysis of local B2B market information including customer requirements, system capabilities, legal and fiscal implication, competitors offer

-Close stakeholder's collaboration, Sales Team, Marketing, IT, Sales&Ops, Credit Department, Fraud Analyst, etc.

• Net Promoter Score carrying-out and analysis

• HelpDesk procedure development

• Providing support for existing customers

• Blacklist procedure development

• School-Parents communication rules development

• Development and support the procedure of contracts subscription/renewal/termination

Development and implementation of Category strategy;

Negotiation with suppliers (prices, payment conditions, logistic expenses, etc.) and signing contracts (local, import).

Assortment building, pricing, promotional and placement targets for own category;

Supplier/vendor relationship development and management;

Achievement of Category targets;

Strong collaboration within Operations and Sales Force

Ananlysis and optimization of existing network

Economic evaluation of projects

Investment evaluation and strategy planning for the process of acquisition of the fuel sites and land plots in priority regions.

- Full support of Shell re-branding process

- Negotiations (with internal and external partners)

- Preparing of all necessary project documentation.

- Review and control on projects' implementation

- Startegy development and implementation for priority market areas (analyses,action plans)

- Portfolio team support

- International activities (like development of regional network strategy for Slovak colleagues)

Strong analythical skills (reporting, templates creation)

• Processing of questionnaires
• Incoming and outgoing calls
• Solving problem queries
• Work with databases
• Control of call-center operators
• Communication with Agency team

• Technical client support