Our client, a US based company in the Biopharmaceutical sector is looking for a Customer Service Supervisor with a very good level of English based out of Mexico City (located around The World Trade Center).

Responsibilities:

• Supervise and lead customer support team
• Responsible for resolving basic to complex customer support issues for customers.
• Coordinates and leads daily team activities to meet departmental goals and implement processes regarding quality, productivity, and issue resolution.
• Overall responsibility for Customer Service associate performance to meet productivity and quality metrics/goals.
• Responsible for Customer Service associate development and performance management including training and coaching
• Manages system failures and outages; working with IT and Customer Service teams minimizing loss of productivity and customer disruption.
• Resolve escalated issues and establish department procedures. Assist with management decisions and activities.

Monitors:

• Team performance to achieve maximum client satisfaction levels.
• Business and process metrics to measure and manage customer service effectiveness.
• Daily workflow/service levels/activities within the team.

Supports:

• Business needs, when necessary, as part of the business continuity plan; temporarily manage daily business needs during business continuity event to minimize customer interruptions.
• Quality monitoring program by performing monthly QM assessment, reviewing for trends and improvement opportunities, and providing monthly coaching sessions.
• Associate hiring, retention, progressive disciplinary process and terminations as necessary.

Required:

• College degree (preferred) or equivalent/applicable experience
• Advanced level of English (C1)
• 3-5+ years applicable experience in a customer relationship type role; (sales, call center, etc.)

Attractive Base salary

Superior Benefits (probation sign on bonus, food cupons, medical care, etc.)

3 month paid intensive training is provided

3 different work schedules to choose from