Customer Service Manager

About us

In 2022 Instabee was founded after combining Instabox and Budbee two leading lastmile delivery companies with three consumerfacing brands: Budbee Instabox and Porterbuddy. Instabee serves millions of consumers across Europe with convenient deliveries and is on track to become the leading European ecommerce enabler. Always with the customer at heart.

Were fast both in terms of parcel delivery and when it comes to growing our business. So far our journey has taken us from Sweden to the rest of Scandinavia and parts of continental Europe but we have no plans to stop anytime soon. As we continue to expand our product offering to new merchants and geographic regions our logistical network and operations are getting increasingly complex.

About the role & team

Were now looking for a Customer Service Manager who wants to join our fantastic team in Oslo Norway. The purpose of the role is to effectively lead motivate and support a team of Customer Services agents to deliver a great experience for customers drivers and merchants. Youll be joining a worldclass team that consists of both customer service agents and team leads and you will directly report to the Head of Operations.

Key Responsibilities

• Initiate and implement activities goals and strategies within Customer Service that align with Instabees OKRs

• Achieving service level targets (percentage of calls/SMS/email handled in time)

• Managing Customer Service function within budgeted cost per parcel.

• Forecast for coming days/month/year and reassure the function have the right ways of working and are staffed accordingly.

• Ensure progress and continuity of user ratings and customer satisfaction.

• Initiate continuous improvements to develop our information process and develop supportive customer service tools needed to achieve a high customer success rating.

• Lead and coach your team in their respective assignments. Ensure efficient staff schedules.
  

Requirements:

This role requires confident leadership strategic prioritization and empathetic people management. As you can see were looking for an excellent planner who can manage peak periods with efficiency energy and enthusiasm and can keep customers happy. In addition you always aim to be an inspiring manager who can identify talent support and elevate your direct reports and create an exciting and motivating team culture.

When we review your profile we would like to see evidence of the following:

• At least three years of experience and proven successful ability to lead others in a personnel intensive business. Preferable teams with a high degree of diversity

• Several years of experience working with customer service.

• Analytical with the ability to analyze KPIs to make datadriven decisions.

• Good knowledge of leading and developing a business based on cost awareness with previous experience in budget and profit responsibility.

• Documented experience of working with and leading projects and implementing improvement initiatives with a high focus on efficiency and quality.

• Experience from having a work environment responsibility as a leader and to proactive work to create a good safe and secure work environment.

• Great communication skills written and oral.

• Fluent in Norwegian and English both speech and writing.