Customer Experience Manager

hace 2 semanas

Ciudad de México, Ciudad de México Ria A tiempo completo

Ria's mission is to provide exceptional service excellence and reliable remittance payment solutions. As the second-largest global money transfer company, Ria Money Transfer offers competitive and efficient services worldwide.

The Customer Care Supervisor plays a crucial role in building and leading a high-performing team, fostering staff behaviors to achieve desired results. This role involves collaborating with colleagues to grow and implement standards and processes, delivering reports, and maintaining constant communication.

Key Responsibilities

  • Engage with customers through phone calls to understand their needs, address complaints, or discuss product/service issues.
  • Respond promptly and accurately to customer inquiries, providing practical solutions and ensuring clients feel valued and supported.
  • Practice active listening with customers, confirming or clarifying information, and resolving angry situations as needed.
  • BUILD lasting relationships with customers and colleagues based on trust, reliability, and excellent communication skills.
  • Utilize software, databases, scripts, and tools effectively to enhance customer experience.
  • Understand and strive to meet departmental metrics while delivering consistent, high-quality customer service.
  • Makes sales or recommendations for products/services that better suit client needs.

Qualifications

  • A minimum of a high school diploma or equivalent; more education or experience may be preferred.
  • Exceptional customer service, active listening, verbal, and written communication skills; a professional phone voice.
  • Thorough understanding of company products, services, and policies.
  • Proficiency in using computers and strong typing skills.
  • Ability to ask questions and diffuse tense situations effectively.
  • Strong time management and decision-making skills.
  • Adaptability and accountability in building a career within the company.
  • Fluency in multiple languages may be desired.
  • Schedule availability.

Compensation Package

We offer a highly competitive monthly salary: $26,000 (gross) for an individual with a medium level of English proficiency. Additionally, our benefits include:

  • 5% food vouchers.
  • 30 days bonus.
  • 15 days of initial vacation.
  • Lifetime insurance.
  • Free access to our gym.
  • Dynamic and collaborative work environment.
  • Cutting-edge tools and technology to simplify tasks.
  • Free English and French language classes.
  • Balanced work-life policy.

Ria values diversity and strives to create an inclusive workplace. We are proud to be an equal-opportunity employer, offering equal opportunities to all employees and applicants regardless of their background, race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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