Customer Service Sr. Manager
PedidosYa
Buenos Aires
hace 11 horas

Somos la compañía líder de delivery en América Latina. Nuestra plataforma conecta a más de 45.000 restaurantes, supermercados, farmacias y tiendas de la región con millones de usuarios.

Actualmente operamos en más de 400 ciudades ubicadas en Argentina, Bolivia, Colombia, Chile, Paraguay, Uruguay, Panamá y República Dominicana.

Contamos con un equipo de trabajo de más de 2500 colaboradores. Nuestra app está disponible para sistemas operativos iOS y Android y ya cuenta con más de 13 millones de descargas!

Para seguir creciendo buscamos personas talentosas que se sumen, generen impacto en el negocio y sigan haciéndolo crecer.

Súmate a nuestro equipo!

We have an opportunity for you, we are looking for Customer Service Sr Manager

The Customer Service Sr Manager will assist and support the overall flow of contacts for our Customer Services; from chats, emails and social media.

The design,construction, and ongoing coordination of activities for the Customer Care team while providing exceptional support to the rest of Services team : partners, riders and other functional areas of the company (Payments, Marketing, Sales).

As a Sr Manager, will oversee the daily operations, establishing and managing internal metrics, and will be responsible for developing each Leader ensuring that the entire team provides the best in class service delivery.

Focused on customer contact satisfaction and Wow experience as well as creating a great environment for our agents and team leads.

The position requires experience with contact center & services operations (specific e-commerce, non-live channels and social media management will be valuable) and have the knowledge and experience to implement workflow and staffing models so the team operates at maximum effectiveness.

Also require knowledge with Internet Technologies, tracking / CRM systems, and other tools to manage high inquiry volume from end customers.

What are your challenges going to be...

  • Design and build our customer care operation supporting agents. Design and control all
  • communications from Customers.

  • Determine and implement optimal customer care practices to ensure the customer contact satisfaction.
  • Develop appropriate solutions in real time, as well as continuously looking for opportunities for process improvement and make recommendations to management.
  • Evaluate reporting metrics, analyze daily and weekly reports and recognize changes that impact service delivery.
  • Monitor daily activity of the team and ensure resolution of issues. Keep management informed on patterns and trends that are outside normal bounds.
  • Oversee hiring and training of and provide feedback, coaching and development for the Customer Care Team Managers and Team Leaders.
  • Train the team to become accountable for contact resolution.
  • What we expect from you :

  • 5+ years of customer care management experience
  • 3+ years of experience with ISO 9000 norms, COPC and / or other standards for processes development and implementation.
  • Has an extensive operational background and worked in an industry where customer service was a key focus. Strong background working with tracking systems and all tools associated with this type of technology.
  • Knowledge of Salesforce.com or similar system is helpful.
  • Attention to detail with reporting, able to evaluate pain points and develop alternative solutions to make changes quickly.
  • Excellent interpersonal, verbal and written communications skills and attention to detail.
  • Must be able to multi task and work in an ever changing environment. Be able to recognize issues with systems and run interference so process flows continue with alternative solutions.
  • Understands the impact of customer service delivery
  • Bachelor’s degree or equivalent experience
  • Advance Level of English
  • Availability to relocate in Montevideo
  • Claros, directos, sinceros, ingeniosos, abiertos, atentos, cercanos, divertidos, auténticos, cotidianos, coloquiales. Así somos y así trabajamos.

    Nuestra cultura se ve reflejada en cada uno de nuestros actos. Nos motiva a exigirnos y ser protagonistas en todo momento.

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