Your main responsibilities:

• Define and maintain CX standards and procedures.

• Deliver skill trainings, refreshers, and workshops across all streams.

• Keep the Knowledge Base up to date. Create and edit articles according to recent updates in processes, procedures, and products.

• Conduct detailed analyses (including Root Cause Analysis) and provide actionable recommendations to enhance key quality and service indicators, including NPS, FCR, efficiency, and contact rate ( CR).

• Manage quality control processes in CX customer service processes.

• Perform advisors' work shadowing to identify CX best practices and areas for improvement.

This is the right job for you if:

• Have experience in customer service quality management and training delivery

• Possess strong interpersonal skills and can formulate constructive feedback.

• Are comfortable handling difficult conversations with customers.

• Can explain complex matters clearly and simply, both verbally and in writing.

• Strongly believe that customer service and transaction quality at Allegro are truly essential.

• Possess strong analytical skills and can propose improvements based on data.

• Are skilled in managing projects and processes.

• Have no secrets when it comes to MS Excel and PowerPoint

• Are team-oriented and capable of engaging colleagues in achieving set goals.

• Can easily adapt to changing external conditions.

What we offer:

• Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).

• A wide package of non-wage benefits in a cafeteria system — you decide what you use (e.g., medical, sports, and lunch packages, insurance, shopping vouchers).

• English classes paid for by us.

• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.

• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.

• Company special events — Spin Kilometers, Family Day, Fat Thursday, and many other occasions that we celebrate.

And that's not all! You can read more about our benefits here

#goodtobehere means that:

• You will join a team you can rely on — we work with great specialists who have sharing knowledge and experience in their DNA.

• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.

• You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.

• You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.

Send in your CV and see why it is #dobrzetubyć (#goodtobehere)