Head of Customer Experience Section

We are Yettel!

Yettel Bulgaria, part of PPF Telecom Group, is a telecommunications company that connects over 3 million customers to people, devices and businesses. Until March 2022, the company operated on the Bulgarian market as Telenor Bulgaria.

We are a company that wants to discover, develop and invest in technology to serve people in the most useful and effective way for them. At Yettel, we believe that a balanced life is a better life. That’s why we do everything we can to help people balance the things that matter to them, to make better choices, especially when it comes to technology and its role in our lives.  We want to create the future together with you. That’s why we at Yettel are ready to discover and develop your talent and unique skills as we change the world together.

Role Overview:

Head of Customer Experience Section is responsible for developing and implementing activities to resolve customers complaints in the shortest possible time, ensuring satisfaction, loyalty, and retention. Strive to deliver exceptional customer service by managing, controlling and improving the activities within the Customer Experience Section in compliance with the company customer orientation and values.

Your responsibilities will be:

• Coordinate, monitor, control and support the working process of the assigned Services Satisfaction Team and Customer Experience Specialists.
• Monitor and evaluate their performance re receiving, registering, processing and resolving customer complaints, requests and suggestions. Aiming in timely manner to resolve customer problems through the terms specified in the Company’s General Terms and Conditions, and exceptional Customer Experience principles.
• Collaborate with cross-functional teams to develop and implement a comprehensive customer experience aligned with the company’s goals and objectives.
• Foster a customer-centric culture throughout the team and organization, emphasizing the importance of delivering a positive customer experience and immediate solving of customers’ issuesLead and participate in the development of projects related to department activities according to the company procedures.
• Utilize customer feedback and data to gain insights into customer preferences, pain points, and expectations.
• Evaluate existing customer touchpoints and processes, identify areas for improvement and efficiency

We expect from you:

• Minimum 3 years of experience in the Call Centre Department or Customer Care field
• Good knowledge of English language
• Excellent knowledge of MS Office
• Excellent organizational and management skills
• Excellent interpersonal and communication skills
• Excellent presentation and negotiation skills

Benefits:

• Positive workplace culture where you would receive all the support you need from your peers and managers in order to achieve your personal and team goals
• Annual bonus based on your personal performance
• Preferential prices for mobile devices and accessories
• Unlimited mobile services and mobile internet
• Flexible working hours
• Monthly food and gift vouchers
• Additional health insurance

Challenge yourself! Discover new opportunities!

Over its 20 years of history on the Bulgarian market, the company has built a strong track record as a pioneer in wireless and beyond, launching Bulgaria’s first commercial 4G network in 2015, the first VoLTE service in 2018, and paving the way for the development of 5G with the country’s first 5G network test. Yettel’s sector-leading approach to infrastructure has won six consecutive Best in Test certificates awarded by the global gold-standard benchmarking organization umlaut.

Today, Yettel Bulgaria employs more than 1800 people, and operates more than 180 retail stores, with its mobile network covering more than 99% of the Bulgarian population.

 Join Yettel now by sending us your up-to-date CV.

Only shortlisted applicants will be contacted with information about next steps of our selection process.

Applicants are treated with strict confidentiality following the applicable personal data protection legislation.