CS Team Lead

Ford Motor; Naucalpan de Juárez; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading automotive company in Naucalpan de Juárez is seeking a Customer Service Operations Lead to oversee team performance and ensure exceptional customer experiences. The role requires a Bachelor’s degree and proven proficiency in English. Candidates must possess strong customer service skills and the ability to manage a team effectively. The position involves a 48-hour weekly schedule with significant on-site training.

Formación

• Must possess a Bachelor’s degree.
• Fluent or certified in English, both spoken and written.
• Strong customer service orientation.

Responsabilidades

• Lead Customer Service Operations and manage team performance.
• Foster positive customer experiences through coaching on calls and chats.
• Monitor client interactions to enhance customer experience.
• Provide support for customer needs and resolve issues.
• Act as the primary contact for escalations.

Conocimientos

Customer service mindset

Proven English proficiency

Educación

Bachelor’s degree

Descripción del empleo

Qualifications

• Bachelor’s degree is required.
• Proven English proficiency – both spoken and written (preferably native English or language certification).
• Customer service mindset.

Considerations

• Extensive on-site training lasts for 4 to 6 weeks.
• 4-day on-site worksite arrangement.
• Weekly schedule of 48 hours, US Holiday Calendar will be followed.
• Operation hours:
  • Monday-Friday: 7am-7pm CST.
  • Saturday: 7am-3pm CST.
• Candidates will be scheduled to work 48 hours per week within the operating hours listed above. Shift assignments may vary, and candidates must be available to work any time between 7am and 7pm CST, Monday through Friday and 7am to 3pm on Saturdays

Primary Responsibilities

• Lead Customer Service Operations and team, ensuring performance goals and expectations are met (focused on Customer Experience, Quality, Productivity, and demonstration of Ford+ Behaviors).
• Foster a positive customer experience while appropriately coaching through routine inbound calls and/or chats related to vehicle financing, including but not limited to payment extensions, due date changes, payment research, and support of self-services available online through Account Manager.
• Monitor client interactions to transform customer experience in every moment to build lifetime relationships; support representative empowerment to resolve customer needs independently per the following expectations:
  • Utilization of online knowledge-base and navigation of multiple applications to assist with call handling and decision making.
  • Guidance toward research, explanation, and correction required for items such as misapplied payments or payoffs and balance disputes.
  • Orientation on process requirements and gathering of required information.
  • Investigation and coaching on past due accounts discussions and arrangements with customers.
  • Certify workplace agility:
    • Remain knowledgeable and prepared for upcoming changes to processes and technology, and cascade accordingly to team members
    • Execute strategy to deliver KPIs by leveraging all resources to maintain expected productivity levels.
• Be prepared to engage and contribute positively to a collaborative, team-based environment
• Provide hands-on guidance and support to team members to ensure operational excellence.
• Ensure a high-performance culture through coaching, mentoring, and regular feedback.
• Monitor team productivity and quality metrics, identifying areas for improvement and implementing solutions.
• Act as the primary point of contact for escalations, resolving issues efficiently and professionally with customers.
• Collaborate with management to implement process improvements and drive team success.
• Demonstrate flexibility and accountability in managing rotating shifts and weekend coverage.