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Customer Care Manager (Oslo, NO)

EasyPark

At EasyPark, we love cities. We love them for work, for play and everything in between. That’s why our mission is to make life in cities that much easier – by taking care of the parking. We make sure you never miss a beat by making it quicker and easier to find, pay, administer, operate, and plan parking. Our vision is clear - “Make cities more liveable!”

The Easypark app is our flagship product, currently available in over 25+ countries with a user base in the millions. This fact does not only display our wide coverage, but also the truly international and multicultural environment that is the core of working within Easypark, where we live the values of collaboration, courage, change and above all, customer love.

We offer you a unique opportunity to join a fast paced company with a flat organization where you get room for influencing, experimenting and challenge our current ways of working.

The Role

As Customer Care Manager for Norway, you will be responsible for the Customer Care operations, focusing on the support and onboarding of Easypark customers in predefined channels. This includes training, developing and challenging your team members to reach targets while maintaining a high employee satisfaction. You will lead and motivate the customer care team members to ensure we live up to our value Customer love to provide the best possible customer experience, but also have the strategic view ahead in order to achieve the objectives set by the company.

As you are responsible for developing and safeguarding the EasyPark brand in all customer care related touchpoints, you will be a part of the country leadership team as well as the Global Customer Care team. This role is reporting to the CCCO in Stockholm, but also with a dotter line to the country director of Norway.

We are looking for someone who is able to work both at an operational and strategic level. You are able to prioritize and handle time pressed situations while always keeping your team motivated to reach our customer satisfaction goals. Moreover, you are a team player, contributing not only to your market, but also to the group objectives.

You will contribute & make an impact through:

  • Leading the team in the daily customer care operations
  • Monitoring and reporting of SLA’s and KPI’s on a weekly, monthly and quarterly basis
  • Planning, scheduling and prioritizing team resources
  • Dedicating time to the individual development of each team member
  • Executing continuous quality improvements and process compliance
  • Proactively analyzing contact drivers, ensuring a healthy contact ratio and high customer satisfaction, and take action on changes if needed
  • Budgeting and forecasting
  • Recruiting new staff in accordance with budget and volumes

About you

We don’t know you yet, but you might recognize yourself in the following:

In order to thrive in this multi faceted role we believe you are a naturally collaborative person, with great communication and people skills. You enjoy watching people grow and to be there and support along the way, as well as working in a strategic overhead mindset while still digging in to the small details. You are easily self-motivated, have great patience and can deal with pressed situations when they arise. A lot of freedom of how to do things will be given to you in this role and your collaboration with your team in Norway, but also with international colleagues is something that inspires you in your everyday work.

Your background

We don’t think one size fits all, but a successful candidate might have the following:

  • 5+ years of leadership experience
  • 2+ years of customer care experience
  • Contact center experience (telephone and email)
  • Skilled in excel and numerical analysis
  • Previous experience from the telco or transport industry is considered a plus
  • Excellent spoken and written skills in Norwegian and English are required
  • University degree in business administration or similar

This role is based at the Easypark office in Oslo.

One final thing

EasyPark expects a lot, not in the old-fashioned way, but in expecting your ideas, initiatives, dedication, and commitment to contribute towards the common goals of the company together with your colleagues. We seek individuals who are truly passionate about their work and possess an entrepreneurial spirit to overcome challenges. Being a part of the EasyPark team will, for the right person, be a fruitful and personally enhancing journey.

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