Vaga de parceiro

LATAM Customer Service Manager - Jundiaí / SP

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Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • Collaborate internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.
  • What you'll do Lead customer-facing activities and manage the customer experience, acting as the primary contact for customers and adopting a customer-centric approach in daily interactions (setting and meeting expectations, ensuring a stress-free experience, maintaining professionalism).
  • Oversee the team's Order-to-Cash (OTC) and Customer Service Management (CSM) activities, primarily focusing on customer interactions (inbound and outbound).
  • Develop and implement Customer Experience Strategy by analyzing customer needs and expectations across segments, supporting organizational changes, processes, and projects.
  • Support Customer Experience Service Strategy through techniques like voice of the customer initiatives, journey mapping, and touchpoint analysis to identify and prioritize pain points.
  • Assist in customer and market research, utilizing feedback to build trust and improve satisfaction, including regular customer visits.
  • Monitor budgeting and report variances to the Head of CSX LATAM.
  • Engage stakeholders by organizing actions, meetings, and supporting materials to foster understanding and commitment.
  • Oversee CRM data quality by monitoring team usage, resolving issues, and ensuring accurate data entry for effective customer retention and business growth.
  • Act as a first/second-line supervisor for the customer service team, handling complex queries and issues to meet CSX targets.
  • Collaborate with internal partners across functions to align priorities and ensure delivery of commitments.
  • Design and coordinate customer experience initiatives, tools, and processes, supporting organizational changes and differentiating service based on customer segmentation and satisfaction levels.
  • Contribute to operational reviews and continuous improvement efforts to enhance efficiency and customer experience.
  • Manage team performance through setting objectives, using KPIs, and implementing corrective actions as needed.
  • Provide leadership and direction, aligning team activities with broader business strategies and motivating team members.
  • Recruit, develop, and manage the team, focusing on capability building, performance management, and supporting individual growth.
  • Utilize and monitor customer service systems (SAP & Service Cloud), providing feedback for system improvements.
  • Plan activities to ensure business continuity, efficiency, and customer satisfaction, participating actively in team meetings.
  • Ensure compliance with corporate standards, SHE, and sustainability requirements.
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Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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