People management• Team management of back office consultants (handling complaints)• New employees recruitment and supervision of implementation process of consultants• Conducting of motivational workshops and employee trainings in new procedures and processes• Conducting of individual coaching• Workers support in the processing of customer requests; decision-making in difficult and conflict situations • Employees assessment: on regular basis and on annual basis• Project teams support of implementing new product solutionsProcess management• Process supervision of handling complaints and requests from clients• Reports preparation and analysis of processes complaints: quantity, quality and promptness• Processes optimization• Creating and updating procedures in the company• Cooperation with all company departments for effective implementation of the policy of the company's complaints including: legal, PR, marketing

• Team management of customer service consultants • Monitoring the conversations of subordinates, taking care of the high level of customer service• Customer service and sales consultants recruitment • Employees support in the current customer service• Implementation of elements of the sales process in the post-sale service (Up-sell products)