Gerente de Atendimento ao Cliente

SmartRecruiters, Inc.; São Paulo; Presencial; BRL 167 000 - 234 000; Tempo integral

Resumo da oferta

Continental is seeking a South America Customer Service Lead in São Paulo to manage a team of 10 CSRs, drive KPI/SLA performance, and collaborate with sales, marketing, and operations to enhance the customer experience.

The role requires a university degree in business management or related field, experience in customer-facing roles, strong CRM/ERP experience, and fluency in Portuguese with English/Spanish as a plus. Requires strong leadership and communication skills.

Qualificações

• University degree in business management or relevant field experience.
• Experience in customer facing service or operations role.
• Advanced PC skill (MS-Word, Excel, PowerPoint, Outlook).
• Demonstrated ERP or CRM usage experience.
• Preferred CRM system knowledge.
• Excellent communicational and interpersonal skills both in Portuguese.AdvancedEnglish & Spanish language is a plus.

Responsabilidades

• Lead South America Customer Service operations and team of 10 CSRs.
• Develop team competency and growth.
• Challenge team with KPIs & SLA's to achieve results and exceed customer expectations.
• Develop reports to monitor performance.
• Coach team in identifying and resolving issues at the root cause.
• Establish relationships with sales, marketing, plant, supply chain, etc.
• Implement Salesforce & 8X8 for South America.
• Work in conjunction with global customer service teams as well as all pertinent business functions to collectively work to solve customer service issues using relevant data as support.
• Identify insufficiencies in work instructions and procedures. Work with appropriate business leaders to develop and enforce policies and ensure that they are understood and practiced by the customer service team.
• Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership teams.
• Identify and select sources of recruitment; Conduct the screening of candidates through interviews; Apply and analyze tests and issue reports of potential candidates, making comments and recommendations regarding the nomination of the candidate for the job; Participate in the selection process for promotions or internal transfers, through interviews and specific tests; Give feedback on the selection process for the candidates.

Conhecimentos

Leadership

KPI Management

Team coaching

Communication skills

Portuguese + English proficiency

Formação académica

University degree in business management or relevant field experience

Ferramentas

CRM

ERP

MS Office

Descrição da oferta de emprego

• Working Time: Full Time

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation.In 2024, Continentalgenerated sales of €39.7 billion and currently employs around 190,000 people in 55 countries and markets.

Guided by the vision of being the customer's first choice for material-driven solutions, the ContiTech group sector focuses on development competence and material expertise for products and systems made of rubber, plastics, metal, and fabrics. These can also be equipped with electronic components in order to optimize them functionally for individual services. ContiTech's industrial growth areas are primarily in the areas of energy, agriculture, construction, and surfaces. In addition, ContiTech serves the automotive and transportation industries as well as rail transport.

Responsible for South America Customer Service operations. Lead a team consisting of 10 Customer Service Representatives (CSRs) to enhance the customer experience in South America.

Develop team competency and growth

Challenge team with KPI's and SLA's to achieve results and exceed customer expectations.

Develop reports to monitor performance.

Coach team in identifying and resolving issues at the root cause

Establish relationships with sales, marketing, plant, supply chain, etc

Implement Salesforce & 8X8 for south america

Work in conjunction with global customer service teams as well as all pertinent business functions to collectively work to solve customer service issues using relevant data as support.

Identify insufficiencies in work instructions and procedures. Work with appropriate business leaders to develop and enforce policies and ensure that they are understood and practiced by the customer service team

Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership teams.

Identify and select sources of recruitment;

Conduct the screening of candidates through interviews;

Apply and analyze tests and issue reports of potential candidates, making comments and recommendations regarding the nomination of the candidate for the job;

Participate in the selection process for promotions or internal transfers, through interviews and specific tests;

Give feedback on the selection process for the candidates.

• University degree in business management or relevant field experience
• Experience in customer facing service or operations role
• Advanced PC skill (MS-Word, Excel, PowerPoint, Outlook)
• Demonstrated ERP or CRM usage experience
• Preferred CRM system knowledge
• Excellent communicational and interpersonal skills both in Portuguese.AdvancedEnglish & Spanish language is a plus.