Customer Services Supervisor (Albania)

We are Printec!

Printec is a leader in business-to-customer transaction technologies in Central and Eastern Europe, offering a wide range of technological solutions that reimagine transactions and create easy and secure interactions for 35 years.

From click & collect parcel delivery and vending unattended machines to digital onboarding and electronic signature solution, we aspire to make digital transactions safer, faster and easier.

Through our solutions and services, we enable businesses to leverage innovative technology in order to provide superior customer experience and at the same time achieve operational efficiencies and regulatory compliance.

Did you know that Printec is behind your daily transactions?

Watch the video to discover some of our business solutions.

We are seeking for a committed Customer Services Supervisor with embedded customer-thinking at every level to successfully adopt, implement & expand Printec's CS Strategy within the team of his/her responsibility and maintain trusted relationships with our customers.

Responsibilities

• Supervise the day-to-day operation of the Customer Services function.
• Manage and plan everyday service and project based trips for the team in coordination with customers, Help Desk/Backoffice and CIT companies.
• Providing help and advice to customers based on specific product and solutions portfolio.
• Handling customer complaints or any major incidents and coordinate internally and with 3rd parties the resolution of issues.
• Being involved in staff recruitment and appraisals; training staff to deliver a high standard of customer service; leading and supervising a team of customer service staff.
• Providing new initiatives to improve quality and efficiency of department and usage of internal tools.
• Supporting the budgeting process and being responsible for the P&L of the Customer Services department.
• Create plans for projects rollout, arranging the plan with the clients and follow up the execution within the Field Operations team.
• Leading Monitoring and supporting new projects
• Presales activities, supporting the RFPs with CS related cost, maintenance contracts preparations and check.
• As per need visiting customers to provide a one-to-one service (corrective and preventive maintenance).

• BSc Engineering Degree in Technology area
• Networking / IT certifications are considered as an asset
• 5+ years overall working experience
• 3+ years of experience in management of technical services preferable in Information Technology, Banking or Telecommunications sectors
• 3+ years of experience in delivery of IT integrated solutions and Transaction automation business will be considered a strong asset
• People managements competences
• Good command of local and English language
• Good communication & presentation skills
• Active driver`s licence B-category
• Analytical thinker with a proven ability to translate complex business needs into feasible, valuable solutions
• Awareness of industry’s latest technology trends and applications

We are offering a competitive salary, flexible working hours, an inclusive, caring and friendly work environment, opportunities for growth and career development in a fast-changing and dynamic IT sector in a team of dedicated, ambitious and team-oriented professionals.