Customer Service Sr. Manager

Há 6 dias

Sao Paulo, Brasil Citi Tempo inteiro

The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients. **Responsibilities**: - Manage one or more teams in servicing and/or sales as well as complex and variable issues with significant impact over department(s) Evaluates team’s performance, make recommendations for pay increases, hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budget - Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans - Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge - Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution - Negotiate solutions and acts as a liaison with internal and external customers, as necessary - Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning - Ensure essential procedures are followed, contribute to defining standards - Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations **Qualifications**: - 6-10 years of relevant experience - Experience interacting with large corporate and government clients - Senior management experience - Consistently demonstrate clear and concise written and verbal communication **Education**: - Bachelor's degree/University degree - English fluency is required **Additional Information** Performance 7/24 availability of hours. hybrid model - **Job Family Group**: Customer Service - **Job Family**: Institutional Customer Service - **Time Type**: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting

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