CEE Resolution Manager

Job TitleCEE Resolution ManagerJob DescriptionWe’re looking for a CEE Resolution Manager to join our Commercial Quality & Customer Service North & East Team in Warsaw, Poland. Working for Signify means being creative and adaptive. Our culture of continuous learning and commitment to diversity and inclusion creates an environment that allows you to build your skills and career. Together, we’re transforming our industry.As the world leader in lighting, we’re constantly ahead of the curve. Through our leadership in connected lighting and the Internet of Things, we’re breaking new grounds in data analytics, AI, and smart homes, offices, cities and more!Signify is one of the few companies in the world to achieve carbon neutrality and our next sustainability goals are even bolder: doubling our positive impact on the environment and society by 2025.As a Resolution Manager you’ll be responsible for driving customer experience by providing proactive, productive, painless and personalized solutions in line with global standards and processes, operational excellence through timely and accurate execution in solving warranty related complaints.We’re on the lookout for forward-thinking innovators with a passion for sustainability. If you match this description, get in touch!What you’ll doDrive for high levels of customer satisfaction at optimal cost and maintains customer relationshipsEnsure timely and accurate execution in solving warranty related complaints through optimal deployment of Field Support TechniciansAdequate use of 3rd party network to fulfil field service activities and WA related activitiesImprove functional excellence of customer resolution, including recalls in the market to ensure service efficiency and cost-effectivenessManage the Customer Resolution function's cost in line with Market AOPEnsure voice of the customer is fed back in the value chain to improve products, systems and servicesDevelop and ensures high level of functional capabilities of Customer Resolution employees and manages pipeline of talents in the teamManage, organize, supervise and support the work of the operations teamAct as primary contact for operational issues and escalations (including new projects)Maintain thorough and timely communication with internal and external stakeholdersMonitor team performance and report on metricsYour qualificationsFluent in EnglishProven track record in customer support process management, demonstrating strong customer centricityexperience in leading cross country teamKnowledge of Office software, preferably knowledge of SAP or other ERPExperience in working in international environment with people from different culturesFacilitation of effective meetings, also across countriesCan-do attitude, even in bad situations, initiative, readiness to act on an opportunity, energy and confidenceResilience in stressful situations, ability to bounce back from adversityFlexibility, capability to work with conflicting, delayed or ambiguous information, under tough deadlinesAbility to get buy-in from others and take the lead in even in first time situationsGood decision quality, resourcefulnessImprovement mindset, openness to feedbackOur candidate profile is just a guide. We know that many talented people only apply for jobs when there is an exact match. If you don't fit all the criteria but believe this role is for you, we would very much like to hear from you.What you’ll get in return…We’re offering multiple opportunities for career development, like mentoring, coaching and stretch assignments, with strong international exposure for dynamic profiles. Learning is fundamental to our culture. Through continuous learning, we are transforming the industry. You have the chance to learn every day, acquire new skills and perspectives through customized online programs, and on-the-job experiences.See through the eyes of our employees!