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