Bilingual Customer Service Team Lead

Immunotec; Ciudad de México; On-site; MXN 334,800 - 502,200; Full time

Job summary

A global wellness company is seeking a Customer Service Team Lead in Mexico City. The role involves leading and training a team of customer service agents to enhance customer satisfaction while ensuring quality and optimizing user experiences. Candidates should have a minimum of 3 years of customer service experience, strong leadership abilities, and fluency in Spanish, English, and French. Experience with CRM systems like Zendesk is essential. This role demands excellent interpersonal communication and the ability to work under pressure.

Qualifications

• 3+ years of experience in Customer Service.
• Ability to manage multiple tasks simultaneously.
• Experience with CRM systems and basic Office knowledge.

Responsibilities

• Execute processes in the Customer Service area.
• Provide training and feedback to improve team skills.
• Track performance and analyze KPIs for improvements.
• Resolve complex customer cases efficiently.
• Generate and present regular performance reports.
• Manage responses across various communication channels.

Skills

Leadership abilities

Strong written skills in Spanish

Conversational skills in English

Conversational skills in French

Ability to manage multiple tasks

Communication skills

Interpersonal skills

Tools

CRM systems (Zendesk, Exigo)

Office (Excel, Word, PowerPoint)

Job description

A global wellness company is seeking a Customer Service Team Lead in Mexico City. The role involves leading and training a team of customer service agents to enhance customer satisfaction while ensuring quality and optimizing user experiences. Candidates should have a minimum of 3 years of customer service experience, strong leadership abilities, and fluency in Spanish, English, and French. Experience with CRM systems like Zendesk is essential. This role demands excellent interpersonal communication and the ability to work under pressure.