Customer Service Team Lead

4 semanas atrás

São José dos Campos, São Paulo, Brasil Edrone Brasil Tecnologia LTDA Tempo inteiro
Job Description

We are seeking a highly skilled Customer Service Team Lead to join our team at Edrone Brasil Tecnologia LTDA. As a key member of our customer service department, you will be responsible for ensuring high customer satisfaction through all channels, providing a clear, humanized, and objective service.

Key Responsibilities:
  • Manage two lines of service: first line and line II, ensuring quality of responses, conducting initial verification of requests, collecting detailed customer information, and creating comprehensive tasks for line II.
  • Ensure in-depth verification of requests, promptly identifying issues, resolving them, or escalating them to the IT department as needed.
  • Manage a team of 4-7 members in the Customer Service department, providing professional leadership and support to each team member.
  • Maintain target metrics for service quality, such as first response time, average response time, and CSAT (Customer Satisfaction) score.
  • Continuously optimize departmental work, implementing new processes, and regularly updating existing processes and instructions.
  • Proactively seek new solutions and process improvements.
  • Collect feedback from customers and take actions based on it.
  • Gather demand for new functionalities from customers.
  • Keep our help center supplied with updated articles and materials.
  • Manage customer inquiries and errors, forwarding to the IT department through bug jiras, and follow the time of resolutions, impact, and quality.
  • Manage testing of new edrone functionalities.
  • Collaborate with other teams to ensure high-quality customer service.
  • Build relationships with leaders from Poland and Brazil.
  • Report to the Team Manager on actions taken within the team and collaboration with employees.
  • Search for external references on customer service, filtering the best practices, and applying them in our work routine.
Requirements:
  • English language proficiency at minimum B2 level (spoken and written).
  • At least 1 year of experience in customer care area and a passion for working with customers and building relationships with them.
  • Not afraid of new challenges, with a proactive attitude and energy to tackle any task.
  • Ability to work well under time pressure while remaining calm and efficient.
  • Independent and able to take responsibility for actions, with a focus on ownership and success.
  • Continuous development and qualification are an integral part of your life, with a desire to grow with the company every day.
  • Knowledge of marketing basics or an interest in eCommerce, with a natural fit for the world of trends and innovation.
We appreciate:
  • Previous experience in eCommerce or marketing.
  • Previous experience in Customer Care area as Team Leader or Senior position.

We are looking for a talented individual who is passionate about delivering exceptional customer service and leading a team to success. If you are a motivated and results-driven professional with a strong background in customer care, we encourage you to apply for this exciting opportunity.

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