Customer Support Manager

hace 1 semana


Ciudad de México, Ciudad de México Vusion Group A tiempo completo

{"h1": "Customer Support Manager at Vusion Group", "p": "Are you ready to develop the future of retail?", "ul": [{"li": "As a Customer Support Manager on the After-Sales Support team, you will make a positive impact by being responsible for managing our Level 1 external service provider and Level 2 support, staffing our team, training, coaching, and mentoring Service Desk Specialists (Level 1).", "li": "You will also support in establishing the priorities to achieve the objectives set (productivity, quality, time, costs) and by adjusting the priorities as needed. Advising escalations from one team to another (L1->L2, L2->L3).", "li": "Coaching and leading the team to maximize customer satisfaction. Ensuring the effective resolution of support requests in compliance with the organizational rules, processes, and programs in place. Establishing performance objectives for team members and overseeing the evaluation of individual indicators and service metrics, including call monitoring.", "li": "Assuming responsibility for the indicators of performance (KPI) of the team and identifying opportunities for continuous improvement of processes and tools. Collaborating with managers and other departments (Sales, SE, R&D) to improve communication and unify processes across the business."}, "h2": "Qualifications", "ul": [{"li": "Experience: Minimum of 2+ years as a supervisor/team lead. 2+ years of experience as a top-performing customer support agent. You must exemplify a customer-centric approach to ticket handling when coaching agents."}, {"li": "Skills: Salesforce Service Desk Experience. Customer service experience. The ability to convey a customer-focused attitude. Proven experience in managing multiple priorities in a fast-paced environment. Proven troubleshooting skills. Strong attention to detail with an emphasis on customer service. Strong multitasking skills and the ability to balance multiple areas of responsibility as well as requests from multiple sources."}, {"li": "Abilities: Excellent verbal and written communication; ability to convey complex information in a clear and understandable manner. Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment."}, {"li": "Education: Bachelor's degree or equivalent."}], "h3": "What We Offer", "ul": [{"li": "Generous paid time off (PTO): 35 days PTO to enable work/life integration and promote a culture of trust."}, {"li": "Health & Wellness: Healthcare benefits starting day one, plus retirement savings plans."}, {"li": "Financial future: While retirement savings plans vary by country, we help you plan for your future."}, {"li": "Family-First Support: Navigate family challenges with our assistance, securing time for both your loved ones and self-care."}, {"li": "Hybrid work: Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year."}, {"li": "Time off to volunteer: Give back to your community."}, {"li": "Career Growth: E-learning opportunities and workshops, and global mobility potential."}, {"li": "Commute benefits: up to $100/month per employee for commuting expenses."}, {"li": "Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart."}], "h3": "Additional Information", "p": "All your information will be kept confidential according to EEO guidelines."}


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