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Customer Service Manager

hace 2 meses

Cuautitlán Izcalli, México Federal Express Corporation LAC A tiempo completo

Job Summary: We are seeking a highly skilled and experienced Customer Service Manager to oversee all representative activities, including coaching, calibration, and monitoring with the support of our Quality Assurance team. This role involves management responsibility for a team of people or specific locations within our business, including contractors and all categories of employees.

Key Responsibilities:

  • Manage and support a team of customer service representatives to ensure exceptional customer experience.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Collaborate with the Quality Assurance team to monitor and improve representative performance.
  • Provide coaching and training to representatives to enhance their skills and knowledge.
  • Manage and analyze performance data to identify areas for improvement.
  • Develop and implement plans to improve customer retention and acquisition.

Requirements:

  • Minimum of two years of university/college or equivalent experience in a customer service or management role.
  • Proven track record of success in customer service management, including experience with team management and performance improvement.
  • Excellent communication and leadership skills, with the ability to motivate and inspire a team.
  • Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
  • Language proficiency: English, TOEIC 750 min.
  • Call center knowledge/experience is preferred.
  • Three years of management experience in a service environment is also preferred.

About Us:

FedEx is a world-class company that is widely recognized as a great place to work, a technology innovator, and one of the world's most admired and respected companies. We are consistently named among the world's most valuable and admired brands, and have received numerous awards for our commitment to diversity, inclusion, and social responsibility.