Customer Service Supervisor

Trek Bicycle; São Paulo; Presencial; BRL 90.000 - 120.000; Tempo integral

Resumo da oferta

Uma empresa líder no setor de bicicletas, com uma equipe apaixonada e entusiasta, está em busca de um Gerente de Atendimento ao Cliente. O candidato ideal terá pelo menos 5 anos de experiência em atendimento ao cliente e será responsável por liderar a equipe, implementar procedimentos eficazes e garantir a satisfação do cliente. Se você busca um ambiente de trabalho dinâmico e com crescimento, sua carreira pode decolar conosco!

Qualificações

• Mínimo de 5 anos de experiência em atendimento ao cliente/hospitalidade.
• Experiência em posição de gestão.
• Fluente em inglês e português.

Responsabilidades

• Treinar e liderar a equipe de atendimento ao cliente.
• Desenvolver metas de satisfação do cliente.
• Contratar e treinar novos guias de atendimento ao cliente.

Conhecimentos

Comunicação escrita

Liderança

Proficiente em Microsoft Office

Formação académica

Bacharel em Administração de Empresas ou Gestão

Ferramentas

CRM

Software de atendimento ao cliente

Descrição da oferta de emprego

A bit about us

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!

Job Description

Responsibilities :

• Effectively coach and lead a customer care team to consistently hit metrics and provide an amazing customer experience with hospitality.
• Create a continual learning environment for customer care team on new products and services.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Summarize and report department metrics and goals to determine the meeting of business executives.
• Implement effective customer care procedures, policies, standards and best practices.
• Provide training and documentation for department related touchpoint systems.
• Respond to and resolve any escalated customer concern(s).
• Responsible for developing weekly and hourly agent schedule based on business needs.
• Work with IT to enhance and improve retailer-facing processes, including Trek’s B2B platform, for simplicity and the best customer experience
• Hire and train new customer care guides.
• Manage budget relating to headcount and operating expenses for the inside sales and sales support teams.
• Stay informed on the latest industry techniques and methods.

Position Requirements :

• Bachelor’s degree in Business Administration, Management, or relevant field preferred
• Minimum of 5 years’ proven experience in a customer care/hospitality position, some of which in a managerial role
• Experience with webchat, phone, and email with customers required
• Proficiency in Microsoft Office, customer service software, databases, and CRM tools
• Outstanding written and verbal communication skills
• Good understanding of management practices and techniques
• Excellent leadership and interpersonal skills
• Fluent in English and Portuguese

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!