Customer Service Manager

Lalamove; São Paulo; Presencial; BRL 30.000 - 70.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dynamic leader to oversee the Level 1 and Level 2 Contact Centre operations in Brazil. This role focuses on providing exceptional frontline leadership and operational management, ensuring high-quality customer service and team performance. The ideal candidate will foster a productive work environment, implement effective coaching, and collaborate with various stakeholders to achieve operational goals. If you are passionate about enhancing customer satisfaction and driving team success in a fast-paced environment, this opportunity is perfect for you.

Qualificações

• Proficiency in Microsoft Office and Google Suite is essential.
• Experience in customer service and team management is required.

Responsabilidades

• Manage frontline operation teams for operational excellence.
• Develop a productive working environment to enhance engagement.

Conhecimentos

Customer Service Management

Team Leadership

Problem Solving

Effective Communication

Policy Development

Formação académica

Bachelor's Degree

College Experience

Ferramentas

Microsoft Office

Google Suite

Descrição da oferta de emprego

To provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in Brazil and Mexico. The role is expected to be based in Brazil.

Primary responsibilities:

• Manages frontline operation teams to ensure operational excellence and excellent customer service.
• Produce accurate reports, identify root causes, and come up with relevant action plans to address the gaps in relation to team, department KPIs, and service quality standards.
• Develop a productive and achievement-oriented working environment for employees resulting in high engagement scores.
• Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.
• Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team, and other departments, in solving problems that would address staffing requirements, work assignments, and ensure that L1 and L2 operations are functioning at their optimum.

Additional Responsibilities:

• Complete ad-hoc assignments from CX Functional team.
• Contribute to the Lalamove growth in Brazil and Mexico.
• Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.).
• This position reports directly to the team based in Hong Kong.

Qualifications:

• Bachelor's degree or college experience preferred. Proficiency in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite. Ability to communicate effectively with people at different levels.
• Ability to develop, implement, and review policies and procedures.
• Work experience in the customer service field, with team management capacity.
• A sound knowledge and understanding of contact centre management principles.
• Excellent command of written and communication skills in English.
• Experience in a logistics or startup environment would be an advantage. Experience in a multi-location, multi-culture environment is a plus.