Customer Service Operations Lead

Há 5 dias

São Paulo, São Paulo, Brasil Michael Page International do Brasil Recrutamento Especializado Ltda Tempo inteiro
Operational Responsibilities and Team Management Operational responsibility;
Team management FluentEnglish Sobre nosso cliente It sounds like you're describing a major player in the fashion and design industry This group has a significant global presence with over 5,000 stores in more than 75 markets and employs over 140,000 people. Each brand within the group maintains its unique identity while emphasizing excellence and sustainability. Descrição Manage cost follow-ups with CS controllers, conduct security audits with the Security team, ensure effective communication with Communication Specialists, oversee the rollout of new solutions with the Value Stream team, and adapt local solutions based on regional needs. Support escalation of sensitive customer cases related to the region/market. Colaboração Act as the primary contact for regional and sales teams, facilitate communication, gather and relay feedback to automate reporting, and ensure seamless customer service delivery. Engajamento com Stakeholders Serve as a communication link between customer service teams and stakeholders, gather feedback, and drive process improvements. Especialista em Qualidade e Conhecimento Qualidade Maintain quality assurance standards and processes Track KPIs and perform quality calibrations Identify improvement areas and report performance metrics Develop continuous improvement initiatives Conhecimento Develop and maintain a knowledge base Ensure content accuracy and accessibility Create support materials and conduct training Monitor training effectiveness and update as needed Perfil desejável Lead quality and knowledge management for in-house and outsourced teams, provide guidance, foster collaboration, and align initiatives with business goals. O que está sendo ofertado To be defined. #J-18808-Ljbffr

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