• Establish service department processes (with support from the head office)
• Build and lead a team
• Develop standards and scripts (with support from the head office)
• Create a training programme for colleagues
• Organise department operations
• Develop and ensure adherence to standards
• Participate in all departmental processes
• Perform line duties (until the team is fully formed)
• Receive and handle complaints
• Liaise with customers
• Work with network partners and managers
• Train new employees
• Monitor and assess department performance
• Report to management on key indicators (number of requests, number of resolved requests, customer satisfaction ratings)
Skills
• Proficiency in English
• Proficiency in Russian (B1-B2, only for internal communications)
• Ability to build departments from scratch
• Strong managerial and organisational skills
• Experience in customer support and service (both at the line and management levels)
• Ability to manage a project remotely
• Basic knowledge and understanding of MLM business fundamentals