What will your job consist of? 

Optimize existing and new processes on dedicated part of customer journey: merchant dispatch on Allegro platform:

• Decrease customers effort with contact avoidance approach (Contact Rate)

• Increase efficiency in problem solving and providing self service and automated solutions

• Build the service processes ensuring the Customer problem resolution during one interaction (First Contact Resolution)

• Increase Customers satisfaction after contact with CX

• Monitor potential bottlenecks and react with the appropriate procedures and improvement plan

Lead project across Transportation, Tech DEX and CX:

• Deliver project plan according to agreed resources, execute Delivery Speed Acceleration strategy and achieve assumed KPIs
• Prepare and implement the communication strategy to merchants and carriers
• Create and implement process for persuading merchants to shift cut off hours and postpone dispatch time
• Identify and remove barriers to enable the late dispatch on the same day
• Coordinate implementation of new solutions built in the project into CX operations: knowledge base content, tools supporting positive and negative scenarios, trainings, testing, KPI reporting

Manage the Merchant Dispatch process:

• Design and coordinate merchant education and activation process (Merchant Dispatch process)
• Support operational team in executing the Merchant Dispatch process
• Ensure understanding of new logistic metrics for merchants (fast dispatch) and carriers (pick-up accuracy)

We offer:

• Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools 

• A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)

• Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise

• Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)

• English classes paid for by us and focused on the specifics of your work

• If you want to know more - check here 

The offer is addressed to individuals who have:

• Practical experience in project management (in the area of customer experience/ carrier/ marketplace) - minimum 2 years

• Knowledge of logistics processes at the marketplace

• Knowledge of logistics processes at carrier

• Proven process mapping skills 

• Experience in cooperation in an international environment

• Knowledge of Project Management tools: Jira, ClickUp, Excel

• Desire and commitment to making changes and willingness to challenge the status quo

• Communication and interpersonal skills, including the ability to present arguments in favor improving customer experience and to quickly build relationships with key stakeholders

• Ability to work independently and organize work of project group

• Ability to communicate freely in English (at least B2+/C1 level)

Send us your CV and see why it is #goodtobehere