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| Customer Service Coordinator (UEFA Euro 2012) |
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| Employer: |
UEFA
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| Post Date: |
27 April 2010 |
| Reference: |
UEFA-CSC |
| Category: |
Ticketing |
| Hours: |
Full Time |
| Location: |
Warsaw / Poland |
| Working Term: |
Contract Position |
| Salary: |
Not Disclosed |
| Application Deadline: |
27 June 2010 |
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| Company Description |
| UEFA - the Union of European Football Associations - is the governing body of football on the continent of Europe. UEFA’s core mission is to promote, protect and develop European football at every level of the game, to promote the principles of unity and solidarity, and to deal with all questions relating to European football. UEFA is an association of associations based on representative democracy, and is the governing body of European football. |
| Description |
DIVISION: UEFA EURO Division
UNIT: EURO Operations Unit
START DATE /END DATE:
01.09.2010/31.08.2012
PURPOSE OF THE JOB:
Establish, implement and run the UEFA EURO 2010™Ticketing Customer Services.
MAIN ACTIVITIES:
• Develop and implement processes for a multi-layered customer service for public ticketing customers of UEFA EURO 2012™ with the channels: Internet/FAQ, Email, IVR and Telephone via internal and external agents.
• Content management of all multilingual one-to-one communication with our customers.
• Support the selection of an external customer service centre and manage it.
• Manage all customer contacts within agreed service levels under the use of the ticketing system and CRM system(s) provided by the external customer service centre.
• Manage, train and motivate internal and external customer service agents.
• Prepare a consistent reporting and support the invoicing of the external customer service centre.
• Define interfaces / processes with customer service for other customer groups.
MAIN RESPONSIBILITIES:
• Supplier handling.
• Management of a small team.
• Support in definition of CRM system requirements.
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EDUCATION:
• University Degree or equivalent
WORK EXPERIENCE:
• 1-2 years experience in customer service and management B2C (business to consumer);
• Experience as project lead;
• Interest in ticketing and/or football.
BUSINESS KNOW-HOW & IT-SKILLS:
• CRM software
• MS Office
• IVR (Interactive Voice Response)
PERSONAL QUALITIES
• Team spirit;
• Client-orientation;
• Professionalism;
• Leadership;
• Perseverance;
• Structured;
• Service oriented, customer friendly;
• Organisation;
• Accuracy;
• Motivator;
• Communication (verbal skills);
• Resistance to stress;
LANGUAGE SKILLS:
English: fluent oral and written
Polish and/or Ukrainian: a strong plus
Russian: a plus
French: a plus
German: a plus
OTHER REQUIREMENTS:
• Ability to work in an international environment;
• Interest in football and stadia;
This position is based in Warsaw, Poland.
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| How to apply for this job |
| Click here to apply |
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