customer care manager
Aug 16, 2026 · Kotsovolos
What you'll do
- Lead, coach, and develop the Customer Care team to deliver outstanding customer experience
- Oversee daily operations of Customer Care across all contact channels
- Monitor team performance through KPIs and quality standards and drive continuous improvement
- Manage escalated customer complaints and implement preventive improvements
- Collaborate with internal teams and external partners to resolve customer issues and support new tool rollouts
- Manage workforce planning, resource allocation, and performance reporting for efficient operations
Key requirements
- 3+ years' experience
- Leadership and people management skills
- Performance management through KPIs and quality standards
- Customer service and complaint handling expertise
- Problem-solving and decision-making abilities
- Communication and interpersonal skills
- Experience with CRM and contact center systems
- Business Administration / Communicationspreferred
Benefits
- Continuous training in new technologies and tools.
- Career development and growth opportunities.
- Competitive bonus scheme, performance-based.
- Group health/medical insurance package.
- Hybrid working model.
- Internal wellbeing actions.
About the job
At Kotsovolos, we believe in your uniqueness and everything you have to offer!
Here, you create your own current!
📈 Our achievements in numbers
3,000+ People | 100+ Stores | 2 Logistics Centers – 77.000 sqm | 2 Call Centers | 2 Modern Training Centers | Kapaskill – our live, personalized learning ecosystem | 75,000+ hours of training per year | 400+ different roles & 49 Business Units
🎯 Our purpose
Better Living. Everywhere. for Everyone!
💼 Your everyday work-life
Lead, coach, and develop the Customer Care team, fostering a high-performance culture focused on delivering an outstanding customer experience
Oversee the daily operations of Customer Care across all contact channels, ensuring service excellence and achievement of key performance targets
Monitor team performance through KPIs, quality standards, and coaching initiatives, driving continuous improvement in customer satisfaction and operational efficiency
Manage escalated customer complaints, ensuring timely and effective resolution while identifying root causes and implementing preventive improvements
Collaborate with internal teams and external partners to resolve customer issues, optimize processes, and support the rollout of new tools and digital initiatives
Manage workforce planning, resource allocation, and performance reporting to ensure efficient operations and informed business decision-making
🚀 As an ideal fit, you should have
3+ years of experience leading Customer Service or Contact Center teams, ideally within a retail, services, or e-commerce environment.
Strong leadership and people management skills, with the ability to coach, develop, and motivate high-performing teams.
Proven ability to manage performance through KPIs, consistently achieving service level and quality targets.
Excellent problem-solving and decision-making skills, with experience handling escalated customer complaints and complex service issues.
Strong communication and interpersonal skills, with the ability to collaborate effectively across functions in a fast-paced environment.
Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience, with familiarity in CRM and contact center systems.
💎 What we offer
Continuous training in new technologies and tools
Career development and growth opportunities
Competitive bonus scheme, performance-based
Group health/medical insurance package
Hybrid working model
Internal wellbeing actions
⭐ Join #teamKotsovolos and be part of a team that promotes new technologies, loves to evolve, embraces diversity and is next to society.
About the company
At Kotsovolos, member of PPC Group, we believe in the constant growth and development of our company and our over 3,000 people.
Our philosophy is to empower our people to achieve a better life, by applying this in all our actions. We invest in our network of 97 stores in Greece and Cyprus, having established 2 modern training centers in Athens and Thessaloniki, counting over 50,000 hours of training and 350 workshops per year. We constantly ensure our people have growth opportunities, creating new teams and innovative projects for them. Our goal is to highlight and enhance everyone's talent and creativity. For more than 73 years, we've been the first to introduce technological advances for a Better Life.
This is our daily challenge: to make a difference, so that all of us can be MORE.
About the company
At Kotsovolos, member of PPC Group, we believe in the constant growth and development of our company and our over 3,000 people.
Our philosophy is to empower our people to achieve a better life, by applying this in all our actions. We invest in our network of 97 stores in Greece and Cyprus, having established 2 modern training centers in Athens and Thessaloniki, counting over 50,000 hours of training and 350 workshops per year. We constantly ensure our people have growth opportunities, creating new teams and innovative projects for them. Our goal is to highlight and enhance everyone's talent and creativity. For more than 73 years, we've been the first to introduce technological advances for a Better Life.
This is our daily challenge: to make a difference, so that all of us can be MORE.