Customer Care Manager

About the role

Kotsovolos is looking for a dynamic Customer Care Manager to lead and develop its Customer Care team. You will be responsible for creating a high‑performance culture that delivers exceptional customer experiences across all contact channels.

Key responsibilities

• Lead, coach and develop the Customer Care team, fostering a high‑performance environment.
• Oversee daily operations across phone, email, chat and social channels, ensuring service excellence and KPI achievement.
• Monitor performance through KPIs, quality standards and coaching initiatives, driving continuous improvement.
• Manage escalated customer complaints, resolve issues promptly, and implement preventive measures.
• Collaborate with internal departments and external partners to optimize processes and support new digital tools.
• Handle workforce planning, resource allocation and performance reporting for informed decision‑making.

Required profile

• Minimum 3 years of experience leading Customer Service or Contact Center teams, preferably in retail, services or e‑commerce.
• Strong leadership and people‑management abilities with a track record of coaching high‑performing teams.
• Proven capability to meet service‑level and quality targets through KPI management.
• Excellent problem‑solving, decision‑making and communication skills.
• Bachelor’s degree in Business, Communications or related field, or equivalent practical experience.

Required skills

• Experience with CRM systems.
• Familiarity with contact‑center platforms and tools.

What we offer

• Continuous training on new technologies and tools.
• Career development and growth opportunities.
• Competitive performance‑based bonus scheme.
• Group health/medical insurance package.
• Hybrid working model.
• Internal wellbeing initiatives.