Gerente de Atendimento ao Cliente

ContiTech; São Paulo; On-site; BRL 180,000 - 260,000; Full time

Job summary

ContiTech está buscando liderar operações de Serviço ao Cliente na América do Sul. Você liderará uma equipe de 10 CSRs, com foco em melhoria de experiência do cliente e eficiência operacional.

O papel envolve desenvolver competências, acompanhar KPIs, colaborar com várias funções e implementar Salesforce e 8X8 na região, assegurando conformidade com políticas e processos. Inglês e espanhol são diferenciais, com forte atuação em português do Brasil.

Qualifications

• Formação superior em gestão ou área relevante.
• Experiência em funções de serviço/operacional.
• Conhecimento avançado de MS Word, Excel, PowerPoint e Outlook.
• Experiência com ERP ou CRM.

Responsibilities

• Liderar equipe de 10 CSRs da América do Sul.
• Desenvolver competências e crescimento da equipe.
• Acompanhar KPIs e SLAs para exceder expectativas.
• Desenvolver relatórios de performance.
• Treinar e orientar recrutamento e seleção de candidatos.
• Colaborar com vendas, marketing, planta e cadeia de suprimentos.
• Coordenar implantação de Salesforce e 8X8 para a América do Sul.
• Identificar falhas em instruções e procedimentos e padronizar políticas.
• Gerenciar fluxo de trabalho, escalonamentos e alocação de lideranças.

Skills

Liderança de equipe

Atendimento ao cliente

Comunicação

MS Office

Português

Inglês

Education

Bacharelado em Administração

Tools

ERP

CRM

Job description

Descrição da empresa

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, Continental generated 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.

Descrição da vaga

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.

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. Advanced English & Spanish language is a plus.

Informações adicionais

EEO / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities for qualified individuals with a disability and protected veterans, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [e-mail] or contact US Recruiting at 800-821-2727. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.