Job Summary: Lead the transformation and efficiency of MACHBANK's customer service model by managing critical cases, implementing automations, and elevating operational quality standards. Key Highlights: 1. Lead the transformation of customer service and efficiency of the MACHBANK model. 2. Manage and provide expert resolution for escalated high-complexity cases. 3. Develop intelligent automations and response workflows. Lead MACHBANK's customer-facing service model transformation and efficiency, acting as a strategic liaison between high-complexity technical resolution and operational process optimization. Your mission is to ensure an excellent customer experience through expert resolution of critical cases, implementation of intelligent automation in responses, and proactive management of service metrics to elevate operational quality standards. In this role, you will have the opportunity to: Expert Management and Resolution: Manage and deliver definitive resolution for Level 2 escalated cases requiring expert-level analysis, ensuring compliance with internal response time requirements and regulatory frameworks. Automation and Workflows: Develop, test, and update response macros and automation workflows for the complementor, serving as a technical bridge to ensure accurate information. Operational Control of Payment Methods: Execute and monitor operational processes related to brands, issuance, acquiring, and intermediate accounting reconciliation. Reporting and Data Management: Prepare performance reports on operational capabilities and perform correct categorization of complaints, requests, or inquiries to feed business data. Innovation and Testing: Actively participate in testing new channels and service models prior to large-scale deployment. To succeed in this position, you need: Education: University or technical degree in Industrial Civil Engineering, Business Administration, Commercial Engineering, Accounting, Systems Analysis, or related field. **Experience:** Professional background in customer service, operations, process control, and experience in payment/financial instrument operations (issuance, acquiring, gateways) with major brands. Technical Knowledge: Intermediate-level accounting knowledge and proficiency with AWS tools/environments. It’s even better if you have: Technical English proficiency (reading and/or written comprehension). Strong decision-making ability under pressure with minimal supervision and a focus on First Contact Resolution (FCR). Well-developed soft skills in effective communication, teamwork, and adaptability to change.
Sofía Muñoz
MyJob · HR
Sofía Muñoz
MyJob · HR
