Head of Customer Care Italy

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services customers in over 100 countries. Our growing talent pool of over 2000 employees spans 35 nationalities .

3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.

If you are looking for stability in your future, we are the right place for you.

We are looking for a candidate who will take the position of Head of regional Customer Care (Italy) with strong communication skills, and the desire to drive best in class customer experience.

Our ambition in Customer Care is to provide an easy and delightful customer experience. We provide technical support and onboarding services to the world’s leading dental supply companies, small- to large-scale dental clinics, leading hearing aid manufacturers, and more. And we need an enthusiastic and skilled colleague to lead our Customer Сare organization for Italy and help us serve this constantly growing customer base.

You are joined by 6 immediate colleagues in the Customer care leadership team and you will be based in Kyiv, but also will be part of the regional 3Shape leadership team for Italy.

Our ideal candidate brings:

• Strong organizational skills and ability to perform multiple tasks simultaneously, set priorities, and work in a team with diverse cultural backgrounds.
• Managerial experience in Customer service organizations
• Detailed knowledge of processes, reporting and KPIs related to support delivery.
• Excellent written/verbal Italian and English language skills, other languages are an advantage
• At least 2 years of people management experience
• Experience and good understanding of commercial and service metrics and KPIs
• Exceptional communication and negotiation skills
• Solution-oriented with a high sense of quality, attention to detail, accuracy, and efficiency
• Availability to travel 10-20 days a year
  
  

You will be responsible for:

• Management and development for regional Customer care organization ( 5 people under direct report line and total span of control of 13-15 people) and overall coordination of service delivery performance, ensuring a high level of customer service
• Working with the regional leadership team (Country manager, Customer Care director and VP Europe) to achieve regional goals and keep customers’NPS on a high level.
• Interacting with key resellers and end-users to ensure overall satisfaction with support services
• Create and maintain an inspiring team environment with an open communication culture
• Supervising day-to-day operations and drive internal support projects and initiatives
• Monitor team performance and report on support KPIs monthly
• Discover training needs and provide coaching
• Escalations management
• Collaboration with other departments
  
  

Being the part of us means:

• Opportunity to become a part of the accomplishments that 3Shape has created over the past two decades.
• Meaningful work that changes the future of dentistry
• Work in a unique professional and friendly environment
• Constant professional growth and development
• A healthy work-life balance
• Occasional business trips to Western Europe
  
  

We offer:

• 39 hours of cooperation per week within a flexible time frame
• 24 business days of annual leaves
• Medical insurance (with additional Dentistry Budget and 10 massaging sessions per year included)
• Possibility of flexible remote cooperation
• Good working conditions in a comfortable office (not open space!) near National Technical University “KPI” which includes: Blackout ready infrastructure. Corporate Paper Book Library. Gym-Room with Shower.
• A parking lot with free spaces for employees
• Partial compensation of lunches
• Paid sick leaves and child sick leaves
• Maternity, paternity and family issues leaves
• Well-being program: monthly well-being meetings and individual psychology hot-line
  
  

Want to join us and change the future of dentistry?

For more information, visit our web-site: www.3shape.com or contact by email [email protected].

Information about our open vacancies you can find here: www.3shape.com/...porate/Careers/#vacancies

You can follow us on social media :

www.facebook.com/3Shape