About this role
Responsible for South America Customer Service operations. Lead a team consisting of 10 Customer Service Representatives (CSRs) to enhance the customer experience in South America.
▪ Develop team competency and growth
▪ Challenge team with KPI's and SLA's to achieve results and exceed customer expectations.
▪ Develop reports to monitor performance.
▪ Coach team in identifying and resolving issues at the root cause
▪ Establish relationships with sales, marketing, plant, supply chain, etc
▪ Implement Salesforce & 8X8 for south america
▪ Work in conjunction with global customer service teams as well as all pertinent business functions to collectively work to solve customer service issues using relevant data as support.
▪ Identify insufficiencies in work instructions and procedures. Work with appropriate business leaders to develop and enforce policies and ensure that they are understood and practiced by the customer service team
▪ Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership teams.
▪Identify and select sources of recruitment;
▪ Conduct the screening of candidates through interviews;
▪ Apply and analyze tests and issue reports of potential candidates, making comments and recommendations regarding the nomination of the candidate for the job;
▪ Participate in the selection process for promotions or internal transfers, through interviews and specific tests;
▪ Give feedback on the selection process for the candidates.
University degree in business management or relevant field experience Experience in customer facing service or operations roleAdvanced PC skill (MS-Word, Excel, PowerPoint, Outlook)Demonstrated ERP or CRM usage experiencePreferred CRM system knowledgeExcellent communicational and interpersonal skills both in Portuguese. Advanced English & Spanish language is a plus. Pronto para dirigir com a Continental? Dê o primeiro passo e preencha o formulário online.