Customer Service Lead of Razer Gold Latam

1 semana atrás

Sao Paulo, Brasil Razer USA Ltd. Tempo inteiro
Getting onboard Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities:
The Customer service lead of Razer Gold Latin America is responsible for the interfaces between consumers and the brand. They are the voice of the company to support and give trust to the user so they can obtain the maximum from our payments services. The mission is to enchant and please the consumer having the fun of working in a global gaming company.
Getting onboard Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
- You must submit your resume in English
- Essential
**Responsibilities**:- Use of customer-centric platforms, processes and training materials for customer service and business unit operations.-
- Support CA team and help build up a high level of Customer-centric service.- Working with customers relevant internal customer advocacy, marketing and product teams to address advanced customer support needs.- Monitor escalations across different teams, ensuring escalations are promptly addressed and resolved- Support CA enquiries through investigation and resolve support tickets.- Streamline and enhance and organize operational SOPs.- Any ad-hoc responsibilities as assigned, such as identifying sources of friction or problems that interfere in the user journey, pulling reports and creating dashboards to understand how users are interacting with the services, solve critical problems that may affect the satisfaction of our users and partners- Dealing with multiple customer service platforms and channels- Interacting with consumers that reach out via non traditional channels, social media and others- Manage reports and be account responsible for the multiples SLAs in the operation.
Pre-Requisites:
**Qualifications**:
- Manage team of agents in multiple countries- Understand the consumers to provide insights to enhance the products and services- Guide the team into solving tickets- Handle Live Chat- Escalate cases to other internal teams and keep track of internal SLAs- CA enquiries (Gold & Silver) - Investigate, verify, and resolve support tickets for Brazil and Latam region- Help improve and develop new strategies to achieve SLA and KPI targets.- Lead the Latam CA Team to improve Hard and Soft Skills- Motivate the CA team.- Monitor the quality of service provided to our customers.- Give and receive feedback.- Train the team- Identify talents and gaps to increase performance.
Preferred Language Skills
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