Customer Care Operations Lead (Not a BPO company)

J-K Network Services; Veracruz; Presencial; MXN 82.377 - 115.328; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

HMO

Government benefits

13th Month Pay

Sick Leave

Descripción de la vacante

A logistics firm is seeking a Customer Care Operations Lead to manage daily back-office customer service operations. The ideal candidate will have a Bachelor's degree and 3-5 years of experience in customer support supervision. Responsibilities include ensuring timely responses to inquiries, providing coaching to staff, and generating performance reports. This role is on-site in Binan, Laguna, and offers a competitive salary and benefits like HMO, 13th Month Pay, and sick leave.

Formación

• At least 3-5 years of experience as Customer Support Supervisor.
• Adept in managing teams and customer inquiries.
• Strong coaching and training skills.

Responsabilidades

• Manage daily back-office customer service operations.
• Ensure timely and accurate responses to customer requests.
• Provide coaching and support to enhance staff performance.
• Generate reports on inquiry volumes and team performance.
• Act as the main point of contact for escalated issues.

Conocimientos

Customer Service Management

Coaching and Training

Communication Skills

Educación

Bachelor's degree

Descripción del empleo

Overview

The firm, established in 2006, develops comprehensive freight forwarding services tailored to meet customer needs and provides high-quality, consistent services that exceed customer expectations.

Position: Customer Care Operations Lead

Industry: Logistic Company

Location: Binan, Laguna

Schedule: Monday to Friday

Salary: Php 25,000 – Php 35,000

Work Setup: On site

Benefits

• HMO
• Government benefits
• 13th Month Pay
• Sick Leave

Qualifications

• Bachelor’s degree holder
• At least 3-5 years of experience as Customer Support Supervisor
• Amenable to work in Technopark, Binan Laguna
• Can attend face-to-face interview
• Can start as soon as possible

Responsibilities

• Manages daily back-office customer service operations, addressing client inquiries through email and phone
• Ensures responses to customer requests are timely, accurate, and professional
• Provides coaching, training, and support to customer service staff to enhance performance and service quality
• Generates reports on inquiry volumes, resolution times, customer feedback, and overall team performance
• Serves as the main point of contact for escalated back-office customer issues

Recruitment

• Initial Interview
• Final Interview
• Job Offer