Senior Customer Care & Technical Support Lead

SmartRecruiters, Inc.; Ciudad de México; Presencial; MXN 360.000 - 600.000; Jornada completa

Descripción de la vacante

Nielsen is seeking a Senior Customer Care Specialist to lead day-to-day customer support and mentor a team of care specialists. You will coordinate with cross-functional technical groups and external business teams to drive successful implementations and ongoing account success.

The role involves managing queues, escalating issues, and acting as SME for key products, while maintaining strong customer relationships and ensuring timely resolutions.

Formación

• Associates or Bachelor's degree in a technical discipline.
• At least 5 years of experience in a customer facing role.
• Experience supporting at least one key account at Gracenote or equivalent.
• Ability to mentor reps and promote a positive team environment.
• Strong customer service skills and excellent interpersonal communication.

Responsabilidades

• Assist the management team with time and attendance accounting.
• Oversee management of Customer Service queues.
• Provide input on training needs and performance.
• Develop team skills to support department goals.
• Manage meetings, agendas, minutes and action items.
• Provide first-level support for a limited number of clients.
• Escalate complex product-related issues to technical staff when needed.
• Log and track calls using Salesforce and maintain records.
• Coordinate with internal departments to resolve issues.
• Provide on-call support as part of beeper rotation.

Conocimientos

Customer service

Mentoring

Time management

Communication skills

Emotional intelligence

Educación

Associates or Bachelor's degree in a technical discipline

Herramientas

Zendesk

Salesforce

Google Suite

Microsoft Office Suite

Descripción del empleo

Nielsen is seeking a Senior Customer Care Specialist to lead day-to-day customer support and mentor a team of care specialists. You will coordinate with cross-functional technical groups and external business teams to drive successful implementations and ongoing account success.

The role involves managing queues, escalating issues, and acting as SME for key products, while maintaining strong customer relationships and ensuring timely resolutions.