Job Summary: We are seeking a Customer Service Supervisor to lead the team and ensure an excellent service experience, achievement of performance metrics, and effective resolution of requests. Key Responsibilities: 1. Lead and develop the customer service team. 2. Monitor KPIs and ensure compliance with service standards. 3. Analyze results and implement continuous improvement actions. Job Description We are seeking a **Customer Service Supervisor** to lead the customer service team, ensuring an excellent service experience, achievement of performance metrics, and effective resolution of requests. Responsibilities * Supervise, coordinate, and develop the **customer service team**. * Monitor service KPIs: **CSAT, NPS, response times, resolution rates, and SLA**. * Manage and escalate complaints, critical cases, and complex requests. * Ensure compliance with service protocols and standards. * Analyze results and implement **continuous improvement** actions. * Prepare management reports and present results to management. * Coordinate with Sales, Operations, and other departments to resolve requirements. * Train and provide feedback to the team to improve performance and service quality. Requirements and Qualifications * Technical or university degree in **Administration, Customer Service, Marketing, Commercial Management**, or related field. * Proficiency in **CRM systems, customer service platforms, and management tools**. * Experience working with **KPIs, SLAs, and satisfaction metrics**. * Intermediate Excel skills (preferred). * Excellent leadership, communication, and conflict resolution skills. * Customer-oriented, results-driven, and committed to continuous improvement. Salary: $1\.750\.000 per month Workplace: On-site employment
Sofía Muñoz
MyJob · HR
Sofía Muñoz
MyJob · HR
