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hace 4 semanas

Ciudad de México albo A tiempo completo

The role. The Customer Service Lead in albo is in charge of 1) consistently delivering andimproving the company’s service proposition (ultimately customer’s experience), 2)directly managing a customer service specialists team, and 3)delivering the best service consistently.Reports to: Customer Service Manager.Direct reports: Customer Service Specialists.**Responsibilities**:1. Direction. Align and move the team towards a standard, consistent SLA.2. Team. Redefine team structure and establish service standards and KPIs for the unit,constant training is also necessary3. Operation. Solve day to day issues with a clear prioritization scheme.4. Reporting. Use raw data to create reports that allow a deep understanding of currentissues inside the unit, as well as a plan to solve them.Must - have skills- Team - oriented leadership: must be able to influence and motivate his/her team, unifydirection, be approachable, & ultimately be accountable for the unit’s results.- Communication skills: must be able to give and receive constant feedback fromdifferent fronts: the customer, the team, his/her superior; be assertive and providing clearinstructions and expected results.- Interpersonal skills: must feel comfortable working under pressure and working indifferent projects at the same time; also must have strong problem-solving anddecision-making abilities.- Tech savviness: customer service tools and methodologies.- Language skills: Spanish proficiency (preferred native speaker), English proficiency(TOEFL IBT, IELTS certificates).Experience & Education Requirements- 3+ years in customer relationship and operations related management roles.- At least 1 year directly supervising 10+ people.- Mandatory: Bachelor’s degree in engineering, business, or related.

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