Customer Service L2

hace 2 días

Cuernavaca, 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

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