Customer Reliability Service Lead

hace 3 semanas

Ciudad de México, Ciudad de México Plaxonic Technologies A tiempo completo

About the Role:

We are seeking an experienced Customer Reliability Service Manager to join our team at Plaxonic Technologies.

Job Description:

This is a long-term contract position, expected to last for 12 months, with a salary of $13,592.29 per month.

As a Customer Reliability Service Manager, you will be the primary interface between the customer and our Cloud Services team.

Your responsibilities will include:

  • Understanding customer business models and trends to anticipate capacity needs;
  • FOLLOWING-UP customer activity linked to our Cloud Services on social media or other communication channels;
  • TAKING OWNERSHIP of signed service contracts and ensuring all agreements are documented and followed;
  • MAINTAINING UP-TO-DATE CUSTOMER INFORMATION details on our side (e.g., confluence, ServiceNow, CMDB);
  • ENSURING PROCEDURES COMPLY with regulations, per customer specifications of export of data or security rules;
  • MANAGING SUB-CONTRACTS OR PARTNERS when relevant; contributes to SLA/OLA definition (customer or sub-contractor/partner);
  • FINE-TUNING CUSTOMER SERVICE REQUIREMENTS, creating and maintaining procedures for all aspects of the consumed services;
  • PARTICIPATING IN DEFINING AND ORGANIZING TRAINING of all parties involved with the provision of the services;
  • ENSURING KNOWLEDGE OF THE CUSTOMER is maintained throughout the duration of the contract;
  • DEFINING BUSINESS METRICS AND KPIs FOR CUSTOMERS and measuring how these improve over time;
  • CONTRIBUTING TO THE DEFINITION SLI/SLO and so the Error Budget by providing feedback on customer experience to CRE Manager;
  • PROVIDING CUSTOMERS WITH CAPACITY NEEDS to scale up/down service size accordingly;
  • REVIEWING CUSTOMER DASHBOARDS on a daily basis;
  • ANALYZING TRAFFIC PATTERNS to identify potential service improvements or business growth;
  • DELIVERING REPORTS AND KPIs to customers as per the agreed schedule;
  • ENSURING ISSUES ARE DEALT WITH per the SLA and monitors issue escalation is managed appropriately;
  • MANAGING CUSTOMER COMPLAINTS related to the managed services;
  • MANAGING 2ND LEVEL OF ESCALATION (1:CRE TL > 2:CRSM > 3:CRE Mgr);
  • ORGANIZING MONTHLY/QUARTERLY SERVICE REVIEWS with customers to review service performance, incidents, KPIs, actions and propose improvements;
  • CONTRIBUTING TO MONTHLY/QUARTERLY SERVICE REVIEWS with customers/partners by managing the service performance and incidents management details;
  • ORGANIZING MONTHLY/QUARTERLY SERVICE REVIEWS with third parties to review service performance, incidents, KPIs, actions and propose improvements;
  • MANAGING RUN PROJECT, following-up and reporting on financials;
  • FOLLOW-UP AND REPORT ON TRANSACTION VOLUMES;
  • CONTRIBUTING TO INTERNAL MONTHLY STEERCOS and regional monthly reviews;
  • DEFINING CUSTOMER PERFORMANCE IMPROVEMENT PLAN and executing it;
  • MANAGING AND SHARING PLANS OF ACTIONS with customers; respect ETA, commitments taken with customers or any internal or external stakeholder;
  • ENSURING SERVICES ARE INVOICED to customers and participates to financial reviews;
  • SENDING AND FOLLOW-UP REGULAR SATISFACTION SURVEYS to customers;
  • COLLABORATING WITH CRE, PO/SD to animate best practices and knowledge sharing to customers (publication of articles, guides, webinars, blogs, etc.);
  • CONTRIBUTING TO SERVICE OFFERING DEFINITION with CRE Manager, providing estimated costs and service description;
  • PARTICIPATING IN PRE-SALES MEETINGS with prospects to describe CRE service offering and track record;
  • CONTRIBUTING TO PRE-SALES KNOWLEDGE BASE (FAQ) to faster sales cycle and capitalize on experience;
  • INVOLVING SUCCESSFUL AND PROMOTING CUSTOMERS as testimony/advocacy;
  • Qualification: Degree in Engineering;
  • Job Type: Contract;
    Contract Length: 12 months;
    Pay: From $13,592.29 per month

  • Customer Service Specialist

    hace 2 meses

    Ciudad de México, Ciudad de México Ria A tiempo completo

    Ria Money Transfer, a division of Euronet Worldwide, is a leading global money transfer company with a strong presence in the remittance market. We are committed to delivering exceptional customer service and strive to be a benchmark for quality and reliability.Job OverviewWe are seeking an enthusiastic and professional Customer Care Expert to join our...

  • Customer Service Ambassador

    hace 12 horas

    Ciudad de México, Ciudad de México Ria A tiempo completo

    Job DescriptionWe are seeking a highly skilled Customer Service Ambassador to join our team at Ria Money Transfer. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers by answering their questions, handling complaints, and resolving issues with our products and services.Key...

  • Customer Service Ambassador

    hace 2 meses

    Ciudad de México, Ciudad de México Ria A tiempo completo

    About Ria Money TransferRia Money Transfer is the second-largest global money transfer company and a division of the European public company Euronet Worldwide (Nasdaq: EEFT). With its headquarters in Leawood, Kansas, USA, Ria is a worldwide leader in remittances and is a recognized benchmark in both the quality and reliability of its public service.We are...

  • Customer Service Specialist

    hace 2 meses

    Ciudad de México, Ciudad de México Ria A tiempo completo

    Ria, a global leader in remittances, is seeking an exceptional Customer Service Specialist to join its dedicated team. This role involves providing outstanding service to customers by answering questions, handling complaints, and troubleshooting problems with our products and services.The ideal candidate will be polite, professional, and able to work closely...

  • Customer Service Operations Specialist

    hace 5 días

    Ciudad de México, Ciudad de México Abb A tiempo completo

    About ABBAt ABB, we are committed to creating a more productive and sustainable future. Our global team is passionate about driving diversity and inclusion across all dimensions, welcoming and celebrating individual differences.Your RoleWe are seeking an experienced Customer Service Operations Specialist to join our team. As a key member of our customer...

  • Customer Service Representative

    hace 2 meses

    Ciudad de México, Ciudad de México Flex Ltd A tiempo completo

    At Flex Ltd, we're looking for a skilled Customer Service Representative to join our team in Ciudad Juarez, North Site. As a key member of our operations team, you'll play a vital role in delivering exceptional customer service and driving business growth.The ideal candidate will have a strong background in customer communication, analytical skills, and...

  • Customer Service Ambassador

    hace 2 meses

    Ciudad de México, Ciudad de México Aig A tiempo completo

    Reimagining Customer SupportAIG is a global leader in commercial and personal insurance solutions, seeking an experienced Customer Service Coordinator to join our team in Mexico City. In this highly rewarding role, you will play a front-line part in ensuring our clients receive exceptional customer support when traveling in Spanish and Portuguese-speaking...

  • Customer Service Representative

    hace 2 meses

    Ciudad de México, Ciudad de México Ria A tiempo completo

    Ria Money Transfer is a leading global money transfer company, operating as a division of Euronet Worldwide.We are seeking an experienced Customer Service Representative to join our team. As a key member of our customer care team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met and...

  • Customer Service Representative

    hace 13 horas

    Ciudad de México, Ciudad de México Fedex Express Lac A tiempo completo

    Job SummaryWe are seeking a highly motivated and detail-oriented Customer Service Representative to join our team at FedEx Express Latin America and Caribbean Division.Key Responsibilities:Provide exceptional customer service by assisting with package inquiries, resolving issues, and answering questions regarding FedEx products and services.Perform various...

  • Customer Service Liaison

    hace 4 semanas

    Ciudad de México, Ciudad de México Michelin A tiempo completo

    About MichelinAs a leading tire company, Michelin is dedicated to improving mobility for goods and people by manufacturing and marketing tires and services for various vehicles.We're committed to sustainability, equity, and inclusion, and we believe that diversity enables innovation.Job DescriptionAs a Customer Service Representative, you will be responsible...

  • Customer Service Representative

    hace 13 horas

    Ciudad de México, Ciudad de México Mro Supply A tiempo completo

    Job DescriptionWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative in Telecommunications. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers through inbound calls.

  • Customer Experience Leader

    hace 12 horas

    Ciudad de México, Ciudad de México OpenTable A tiempo completo

    Job OverviewWe are seeking a highly skilled Customer Experience Leader to lead our team of Customer Service Supervisors in Mexico City. This individual will possess strong leadership skills and be able to effectively motivate their team.

  • Technical Solutions Specialist

    hace 1 día

    Ciudad de México, Ciudad de México ServiceNow A tiempo completo

    Company OverviewServiceNow is a leading provider of cloud-based service management solutions, empowering organizations to deliver world-class customer experiences.Estimated Salary: $120,000 - $180,000 per yearJob Description:We are seeking an experienced Technical Solutions Specialist to join our team in LATAM. As a key member of our customer consulting...

  • Customer Service Ambassador

    hace 2 meses

    Ciudad de México, Ciudad de México Cambridge University Press & Assessment A tiempo completo

    About the OpportunityWe are seeking a highly skilled Customer Service Representative to join our global team at Cambridge University Press & Assessment.This exciting role offers an excellent opportunity to develop a career in customer services, working with a world-leading academic publisher and assessment organisation.

  • Customer Service Representative

    hace 4 semanas

    Ciudad de México, Ciudad de México Fedex Express Lac A tiempo completo

    Job SummaryWe are seeking a skilled Customer Service Representative to join our team at FedEx Express Latin America and Caribbean Division. As a key member of our operations, you will be responsible for providing exceptional customer service, ensuring seamless package delivery, and upholding the highest standards of quality.About the RoleThis is an exciting...

  • Customer Service Team Lead

    hace 3 semanas

    Santiago de Querétaro, Querétaro de Arteaga, México Eaton A tiempo completo

    We are seeking a Customer Service Team Lead for the Electrical Sector. This is an exciting opportunity to join Eaton's Corporate Sector division as a leader of our service center in Queretaro, Mexico.**Job Summary**Eaton's success relies on providing exceptional customer experiences. As a Customer Service Team Lead, you will be responsible for managing...

  • Customer Service Representative Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México iQor A tiempo completo

    Job Title: Customer Service Representative SpecialistWe are seeking a skilled Customer Service Representative to join our team at iQor. In this role, you will be responsible for handling inbound customer service calls, processing sales calls, and taking or placing collections calls.Key Responsibilities:Provide excellent customer service by addressing...

  • Customer Service Representative

    hace 1 día

    Ciudad de México, Ciudad de México Earth Recycle International A tiempo completo

    OverviewEarn a competitive salary of $18,000 - $22,295.73 per month as a Customer Service Representative at Earth Recycle International.This full-time, permanent position offers a unique opportunity to develop your skills and expertise in customer service, inventory management, and team collaboration.Job DescriptionAs a key member of our team, you will be...

  • Customer Service Professional

    hace 2 meses

    Ciudad de México, Ciudad de México Hewlett Packard A tiempo completo

    This role is a critical component of our customer success strategy, requiring collaboration with various teams to resolve customer issues and ensure seamless service experience. The position involves handling customer inquiries through multiple channels, meticulously tracking open tickets, and diagnosing root causes for prompt resolutions.**Key...

  • Eaton Customer Service Representative

    hace 2 meses

    Ciudad de México, Ciudad de México Eaton A tiempo completo

    Eaton's Corporate Sector division is currently seeking a dedicated individual to join our team as a Customer Service Representative.**Job Summary**As a key member of our customer service team, you will be responsible for ensuring seamless order management and resolving any customer queries in a timely and efficient manner. Your exceptional communication...