Customer Service Excellence Specialist

hace 6 días

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

At Ria, we're committed to delivering exceptional customer experiences. Our team of experts is dedicated to ensuring that our customers receive the highest level of service possible.

Salary and Benefits

We offer a competitive monthly salary ranging from $18,000 to $20,000 pesos, 5% food vouchers, 30 days bonus, 15 days of initial vacation, life insurance, free access to our Gym, dynamic and collaborative work environment, cutting-edge tools and technology to make work easier, and free English and French classes.

Job Description

We are seeking a highly skilled Customer Service Excellence Specialist to join our team. As a key member of our contact center, you will be responsible for:

  • Coaching and mentoring our Care representatives to improve their customer service skills and overall performance.
  • Developing and delivering comprehensive training programs to enhance customer service skills, communication techniques, problem-solving, and conflict resolution.
  • Performing quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.
  • Analyzing key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact center as a whole.
  • Providing constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.
  • Staying up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.
  • Fostering a collaborative and positive team culture within the contact center, promoting teamwork and a shared commitment to delivering exceptional customer experiences.
  • Working closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.
  • Providing support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.
Required Skills and Qualifications

To succeed in this role, you will need:

  • A Bachelor's Degree in any related field.
  • Minimum 1 year of working experience ideally in customer service coaching or training role, preferably in a contact center environment.
  • Excellent Communication Skills.
  • Proficient in MS Office products (Word, Excel, Outlook and PowerPoint), customer service software, call center tools, and reporting systems.
  • Willingness to learn monitoring and feedback principles for customer interactions.
  • The empathy and patience required to inspire and motivate your team to achieve their goals.
  • The ability to actively listen to live and recorded calls.
  • A good command of English, with proficiency in Philippines languages and other languages an advantage.
  • French language skills are desirable.
Ria Values Diversity

We are an equal-opportunity employer and value diversity. We provide equal opportunities to all employees and applicants, regardless of 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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