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Customer Service Director

2 meses atrás

São Paulo, São Paulo, Brasil Pay Retailers Tempo inteiro

At PayRetailers, we are committed to delivering cutting-edge solutions that empower businesses to thrive in Latin America. Our collaborative and inclusive work environment fosters 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 seeking a **Customer Service Director** to lead a dedicated team providing exceptional support to customers. This includes building a proficient and cohesive team, addressing inquiries effectively, and ensuring high customer satisfaction. Your responsibilities involve developing strategies, implementing best practices, and fostering a positive work environment to achieve these objectives.

**Key Responsibilities:**

• Supervise day-to-day B2C customer service operations.

• Establish a new B2C/eWallet-focused customer service department.

• Address customer service issues promptly.

• Develop effective procedures, policies, and standards.

• Set and coordinate customer satisfaction goals (CSAT, NPS, Churn).

• Maintain accurate records of customer service activities and discussions.

• Assess service statistics and prepare detailed reports.

• Hire and train new customer service agents.

• Manage the approved customer service budget.

• Stay informed on industry techniques and methods.

• Provide oversight for day-to-day company operations.

• Manage fraud and risk functions, including scorecard development and corrective actions.

• Collaborate with the Head of Customer Service on operational procedures.

• Oversee software requirements for operational needs.

• Conduct recruitment, induction, and ongoing skills development for direct reports.

**Requirements:**

• Degree in Business Administration/Management or equivalent combination of education and related experience.

• Experience in eWallet.

• Track record demonstrating successful customer relationship management.

• Proven experience as Customer Service Manager.

• Working knowledge of data analysis and performance/operation metrics.

• Working knowledge of IT/Business infrastructure.

• Demonstrated knowledge of contact center operations and Fintech Industry.

**What We Offer:**

• 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.