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Customer Service Team Lead
2 meses atrás
Nível hierárquico: Supervisor
Lugar de trabalho: São José dos Campos, SP
Regime de contratação de tipo Efetivo – CLT
Jornada Período Integral
Link para aplicar: What your typical day will look like: Ensuring high customer satisfaction through all channels, offering a clear, humanized, and objective service Being responsible for the management of two lines of service: First line: ensure the quality of responses, conduct initial verification of requests, collect detailed customer information, and create comprehensive tasks for Line II Line II: Ensure in-depth verification of the request, promptly identifying the issue, resolving it, or escalating it to IT department as needed Managing a team of 4-7 members in the Customer Service department, providing professional leadership and support to each team member Maintaining target metrics for service quality, such as first response time, average response time, and CSAT (Customer Satisfaction) score Continuous optimization of departmental work, implementing new processes, and regularly updating existing processes and instructions Proactively seeking new solutions and process improvements Collecting feedback from customers and taking actions based on it Gathering demand for new functionalities from customers Keeping our help center supplied with updated articles and materials Managing customer inquiries and errors, forwarding to the IT department through bug jiras, and follow the time of resolutions, impact, and quality Managing to test of new edrone functionalities Collaborating with other teams to ensure high-quality customer service Build relationships with leaders from Poland and Brazil Reporting to the Team Manager on actions taken within the team and collaboration with employees. Searching for external references on customer service, filtering the best practices, and applying them in our work routine. This role will be perfect for you if: English language proficiency at minimum B2 level (spoken and written) You have at least 1 year of experience in customer care area and you enjoy working with customers as well as building relationships with them is your second nature You're not afraid of new challenges, and your energy and proactive attitude make no task scary for you There's a lot going on in our company, so if you work well under time pressure while remaining calm and efficient, we'll definitely get along You are able to act independently and are not afraid to take responsibility for your actions - ownership is the key to success for us Continuous development and qualification are an integral part of your life - we want you to be able to grow with us every day Your strengths include knowledge of marketing basics or an interest in eCommerce, and the world of trends and innovation is a natural fit for you We additionally appreciate if: You have previous experience in eCommerce or marketing - if you don't have it, nothing is lost Previous experience in Customer Care area as Team Leader or Senior position You
