Breve descripción del cargo
The Customer Care Head will assist and support the Customer Services/Partner Operations in the design,construction, and ongoing coordination of activities for the Customer Care team while providing exceptional support to the Services team, Dispatch team, partners and customers. As a Manager, will oversee the daily operations, establishing and managing internal metrics, and will be responsible for training each Customer Care Team Leader ensuring that the entire team provides the best in class service delivery. The Customer Care Head will have experience with contact center & services operations and have the knowledge and experience to implement workflow and staffing models so the team operates at maximum effectiveness
5+ years of customer care management experience
· 3+ years of experience with ISO 9000 norms, COPC and/or other standards for processes development and implementation.
· Has an extensive operational background and worked in an industry where customer service was a key focus. Strong background working with tracking systems and all tools associated with this type of technology.
- Knowledge of Salesforce.com or similar system is helpful.
· Attention to detail with reporting, able to evaluate pain points and develop alternative solutions to make changes quickly.
· Excellent interpersonal, verbal and written communications skills and attention to detail.
· Must be able to multi task and work in an ever changing environment. Be able to recognize issues with systems and run interference so process flows continue with alternative solutions.
· Understands the impact of customer service delivery
Fecha de cierre de postulación
Operador Office (Ej. word, excel, power point): Medio
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