Customer Service L2

hace 1 semana

Cuernavaca Metropolitan Area, México Thales A tiempo completo

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Position Summary
As a
Customer Service Team Leader
, you will lead a team of customer service professionals to ensure the highest level of customer satisfaction. You will drive operational excellence, coordinate cross-functional activities, and serve as a key point of contact for escalations and strategic customer interactions. You will play a crucial role in fostering a culture of responsiveness, continuous improvement, and customer-first thinking

By balancing workload and priorities, this role plays a key part in driving the company's success in NORAM market.

Key Areas of Responsibility:

  • Ensure compliance with the defined Birdie SLA
  • Ensure no claims with CS root cause.
  • Handle complex or escalated issues ensuring timely resolution and root cause analysis.
  • Compliant with procedure
  • Provide weekly forecast & executable orders
  • Build and maintain strong relationships with key accounts.
  • Drive process improvements and standardization initiatives to optimize service delivery.
  • Supervise and mentor a team of Customer Service Representatives
  • Use data to identify trends, forecast workload, and manage resources.
  • Collaborate with cross functional teams (Sales, Technical Support, Operations) to align customer requirements with business

Minimum Requirements:
Experience in years
: 5+ years, with at least 2 years in a team leadership role

Formal Education:
Bachelor's degree – Business Administration, International Relations. industrial engineering

Languages:
Fluent English (written & spoken)

IT/Software:
Office, Outlook

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now

  • Customer Service Representative

    hace 1 semana

    Queretaro Metropolitan Area, México TBM Carriers, Inc. A tiempo completo

    Company DescriptionTBM Carriers Inc. is an international transportation company offering door-to-door expedited truckload services across the United States, Mexico, and Canada. Headquartered in Texas, we deliver efficient and reliable solutions to meet the logistics needs of our clients. With operations spanning North America, we ensure timely pick-up and...

  • Customer Service Lead

    hace 3 semanas

    Monterrey metropolitan area, México reesmarx A tiempo completo

    Industry: Fire Protection, Life-Safety & Critical Communications ManufacturingLocation: On-site, San Pedro Garza Garcia (Monterrey)Our client, a global leader in fire protection solutions such as fire alarm systems and emergency devices, is seeking an experienced Customer Service Lead to elevate service operations across Mexico. If you’re a strong...

  • Customer Service Lead

    hace 3 semanas

    Monterrey metropolitan area, México reesmarx A tiempo completo

    Industry: Fire Protection, Life-Safety & Critical Communications Manufacturing Location: On-site, San Pedro Garza Garcia (Monterrey) Our client, a global leader in fire protection solutions such as fire alarm systems and emergency devices, is seeking an experienced Customer Service Lead to elevate service operations across Mexico. If you’re a strong...

  • Customer Service Associate

    hace 2 horas

    Guadalajara, Mexico Metropolitan Area Safeguard Global A tiempo completo

    Our client is seeking an experiencedSenior Customer Service Associateto support customer operations and serve as a key liaison between customers and internal Applications Engineering teams. This role is critical to ensuring high-quality service delivery, efficient case management, and consistent customer satisfaction.Position SummaryThe Senior Customer...

  • Customer Service Representative

    hace 1 semana

    Mexico City Metropolitan Area Zamora Company A tiempo completo

    At Zamora Company, we believe customer service is at the heart of our success. A strong Customer Service Representative not only builds customer loyalty but also strengthens our reputation and helps grow our brand.JOB BRIEFING / RESUMEN DEL PUESTOAs a Customer Service Representative, you'll be the voice and face of Zamora Company. You'll interact directly...

  • Bilingual Customer Service Representative

    hace 23 horas

    Queretaro Metropolitan Area, México Cart.com A tiempo completo

    Pay range and compensation packagePay up to $15,000 MXN (before taxes).Paid training + $2,500 MXN hiring bonus.Performance bonuses of up to 30% of your monthly salary.Food vouchers, 30-day aguinaldo, and 35% vacation bonus.Comprehensive life and medical insurance.Growth opportunities as we continue to expandOn-site position (El Jacal, Querétaro,...

  • Customer Service Analyst

    hace 7 días

    Queretaro Metropolitan Area, México Wella Company A tiempo completo

    Position Title: Customer Care AnalystLocation: MariscalaReports to: Manager, Customer CareDirect Reports: 0Scope / Brands: Customer Care Analyst for Pro Beauty CustomersAbout The Wella CompanyTogether, WE enable individuals to look, feel, and be their true selves.Wella Company is one of the world's leading beauty companies, comprised of a family of iconic...

  • Bilingual Customer Service Representative

    hace 2 días

    Queretaro Metropolitan Area, México Cart.com A tiempo completo

    Pay range and compensation package Pay up to $15,000 MXN (before taxes). Paid training + $2,500 MXN hiring bonus. Performance bonuses of up to 30% of your monthly salary. Food vouchers, 30-day aguinaldo, and 35% vacation bonus. Comprehensive life and medical insurance. Growth opportunities as we continue to expand On-site position (El Jacal, Querétaro,...

  • Customer Service Representative

    hace 2 semanas

    Guadalajara, Mexico Metropolitan Area Helpware A tiempo completo

    About UsHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging...

  • Customer Service Representative – Logistics

    hace 3 semanas

    Monterrey metropolitan area, México reesmarx A tiempo completo

    Customer Service Representative – Logistics Location: On-site 5 days a week, San Pedro Garza Garcia (Monterrey)Our client, a global leader in fire protection solutions such as fire alarm systems and emergency devices, is seeking a Customer Service Representative – Logistics to support international operations and deliver an exceptional customer...