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Customer Experience Team Lead

hace 2 meses

Ciudad de México, Ciudad de México Maryruth'S A tiempo completo

**Job Summary**

The Customer Care Team Leader is responsible for guiding, providing instructions, and directing the Customer Care Team, ensuring compliance with company guidelines in terms of the quality of service provided to the customers, serving as a touch-point in assisting the Customer Care Representatives in responding to customer inquiries and resolving issues or complaints.

**Key Responsibilities**

  • Manage a team of assigned customer service representatives and ensure they comply with company guidelines related to the quality of service.
  • Manage the flow of day-to-day operations.
  • Monitor or review calls or other correspondence between representatives and customers.
  • Identify opportunities to update or improve customer service procedures and make recommendations to the Customer Experience leaders or other appropriate staff.
  • Lead training during the new hire onboarding process to protect and ensure MaryRuth's Standard Operating Procedures (SOPs) are being properly introduced.
  • Coach new team members to facilitate skills development.
  • Field procedure-related questions and assist in decision-making on handling customer matters.
  • Delegate responsibility and assign daily tasks.
  • Serve as the contact leader during a scheduled shift for Complaints/Adverse Events (AE)/Serious Adverse Events (SAE).
  • Ensure proper procedures are being followed and ensure essential forms are being completed at all times.
  • Other related duties as assigned.

**Requirements**

  • Demonstrated relevant skills in handling a team.
  • Competent at solving problems collaboratively.
  • Detailed understanding of the full GSuite and Internet software.
  • Flexible scheduling availability for US hours/timezones.
  • Ability to work overtime, holidays, and weekends as necessitated by the needs of the business.