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

Overview

We are a global wellness company dedicated to transforming lives through science and community. At Immunotec, we seek passionate, creative, and forward-thinking individuals who want to be part of a dynamic and evolving team.

The Customer Service Team Lead roleis key to leading a team of customer service agents. Works closely with our agents, Admin and Supervisors to ensure all processes are aligned with Customer Satisfaction, ensuring quality, response time, and optimizing search and user experience. This role requires leadership skills, effective communication abilities, and experience managing teams, with a deep understanding of Customer Service best practices.

Responsibilities

• Execute all processes required in the Customer Service area.
• Provide continuous training and constructive feedback to improve team members' skills and ensure they deliver outstanding service.
• Track individual and team performance, analyze KPIs (Key Performance Indicators), and take necessary actions to improve performance when required.
• Act as a point of reference for resolving complex or challenging cases that cannot be resolved on the first contact.
• Generate and present regular reports on team performance, including key metrics such as response times, first contact resolution, and customer satisfaction.
• Manage high-quality responses for all requirements in our different communication channels – corporate cellphone, sales department assistance, event support, WhatsApp support to the Hispanic leaders.
• Provide support to our agent requests (Zendesk tickets and Teams channel support).

Experience, competencies and aptitudes

• 3+ years of experience in Customer Service.
• Strong writing and conversational skills in Spanish, English and French
• Ability to manage multiple tasks simultaneously and work under pressure.
• Experience with CRM systems (Zendesk, Exigo, etc.).
• Basic experience with Office platforms (Excel, Word, Power Point).
• Leadership abilities and the capacity to motivate and develop team members.
• Excellent communication, interpersonal, and presentation skills.
• Ability to work independently and as part of a team.

Accountability

• Create weekly/monthly reports.
• Work professionally with our Canadian Consultants, Supervisors from different markets.
• Generate distribution of tickets and tasks.
• Responsible to response to our Canadian clients through email and Zendesk talk.
• Development of reports to the Supervisor and Manager.