Customer Support Team Lead

2 semanas atrás

São Paulo, São Paulo, Brasil Pmi Tempo inteiro

**We invite those who are fired up to**:
- Ensuring escalations feed-backs are timely attended;
- Managing a team of agents and supervisors from different nationalities;
- Ensuring the best provision of Quality of service, customer services, and Product usage;
- Analyze all customer service metrics (e.g. FRT, SLA ) and how the support team's performance affects those KPIs;
- Product development/improvement awareness and training;
- Investigate customers' problems and find solutions;
- Provide scripts to read from during phone calls as well as scripts for chats;
- Seeking Feedback on all escalation matters and making sure all matters are escalated in the proper channel;
- Developing plans for learning and skills development.
**Essential professional experience**:
- Proficient knowledge of customer service, and standard office practices and procedures;
- Outstanding communication skills, both written and verbal;
- Proficient English level;
- Strong organizational and management skills;
- Excellent phone etiquette;
- Problem-solving skills;
- Multi-tasking;
- Strong Data Entry Skills.

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