Exceptional Customer Experience Leader

Há 8 horas

São Paulo, São Paulo, Brasil beBeeCustomerService Tempo inteiro R$180.000 - R$210.000
Job Title:

Customer Service Manager

Description:

We are seeking a highly skilled Customer Service Manager to lead our customer service team. The ideal candidate will have experience in managing customer relationships, developing strategies, and implementing best practices to achieve high customer satisfaction.

The successful candidate will be responsible for supervising day-to-day B2C customer service operations, establishing a new B2C/eWallet-focused customer service department, and addressing customer service issues promptly.

The role also involves developing effective procedures, policies, and standards, setting and coordinating customer satisfaction goals (CSAT, NPS, Churn), maintaining accurate records of customer service activities and discussions, and assessing service statistics and preparing detailed reports.

The Customer Service Manager will also be responsible for hiring and training new customer service agents, managing the approved budget, staying informed on industry techniques and methods, providing oversight for day-to-day company operations, and collaborating with the Head of Customer Service on operational procedures.

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.

Benefits:

  • 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.

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