Senior Customer Service Professional

hace 6 horas

Ciudad Bolivia, Venezuela Tbwa ChiatDay Inc A tiempo completo
Job Title: Senior Customer Service Professional

Job Summary: We are seeking a highly skilled Senior Customer Service Professional to lead our Customer Care team in delivering exceptional customer satisfaction. As a key member of our team, you will be responsible for coaching and mentoring a team of Customer Care Specialists, addressing performance issues, and ensuring prompt resolutions to escalated customer issues.

Key Responsibilities:
  • Lead and inspire a team of Customer Care Specialists to achieve exceptional customer satisfaction.
  • Manage team performance issues, provide constructive feedback, and development plans.
  • Serve as the primary contact for escalated customer issues, ensuring prompt and effective resolutions.
  • Identify underlying problems and take the initiative to fix root causes cross-functionally.
  • Collaborate with various teams to optimize internal processes and workflows.

Requirements:
  • Excellent leadership and interpersonal skills.
  • Strong reporting and analytical skills.
  • Exceptional communication and presentation skills.
  • Experience working with SaaS companies (preferred).
  • A strong passion for customer experience and eagerness to collaborate with other teams to improve it.

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