Lead Customer Service

3 semanas atrás

São Paulo, São Paulo, Brasil Pay Retailers Tempo inteiro
At PayRetailers, we are committed to providing cutting-edge solutions that empower businesses to succeed in Latin America. Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued. Get ready to embark on an exciting journey with us, as we strive to make a meaningful impact on the world of payments.
Our team is looking for a** Lead Customer Service** that will be responsible in ensuring the satisfaction of all customers who contact us directly through the contact centre in all media. The scope includes the creation of processes and the activities of our operational team.
**This roles is Hybrid, requiring presenciality to our offices in Sao Paulo.**
**Job duties and Responsibilities**:
- Supervision of a team of Customer Service Representatives, providing necessary assistance and instructions.
- Review and creation of all tickets and call reports.
- Management of agent attendance records and ensuring agents receive necessary training.
- Leadership of a motivated team focused on customer service to achieve operational KPIs.
- Establishment and management of team goals and objectives, communicating performance to management and stakeholders.
- Coordination of daily workflow within the team and adjustment of resources to meet service level agreements.
- Operation as a Subject Matter Expert, creating, distributing, and presenting performance reports to identify trends and highlight improvement opportunities.
- Creation of reports documenting errors and problems for resolution.
- Monitoring and evaluation of KPI performance.
**Experience and Qualifications**:
- Demonstration of excellent leadership skills.
- Possession of superior written and verbal communication skills.
- Display of excellent problem-solving and negotiation skills.
- Exhibit good organizational and analytical skills.
- Proven ability as a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
- Consistent track record of increasing results and constant evaluation of the effectiveness of the team's activities to achieve the desired, measurable impact.
- Experience in extracting and utilizing data to inform decision-making.
- Flexibility to occasionally work shifts, holidays, and outside of the standard schedule.
- Use in Freshdesk, Zendesk, JIRA, Microsoft.
**Important**:
- Fluency in English, Spanish and Portuguese.
- Availability to travel eventually
- Work time:
- 12h - 20:30
- 20h - 5h30
**Benefits**:
- Competitive salary
- Growth opportunities within a company in a hyper-growth phase
- Individual development plans
- Excellent working environment and collaboration
- Private medical insurance covered by the company
- Flexible retribution partner Flexible model of work
LI-Hybrid

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