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The Associate CS Director supports the Customer Service Director on leading and shaping the end to end Customer Service Experience across our company. In collaboration with the Customer Service Director, this role will help to define and shape all Customer Service processes across all the markets we operate and consider all our projects.
Key Responsibilities:
Support the Customer Service Director in the following tasks:
* Improve our customer service engagement and satisfaction in collaboration with the team and using technological tools
* Ensure the team is working efficiently, according to the business needs and following our procedures and policies
* Take ownership of customers' issues and follow problems through to resolution
* Keep accurate records and document customer service actions and discussions
* Strategically lead and develop the team to enhance performance by setting clear accountable performance measures and goals
* Promote an environment that encourages maximum productivity and service effectiveness, personal growth and development, open communication and teamwork
* Coordinate the operation on a daily basis, providing timely, accurate and rigorous responses to the team
* Analyze statistics and compile accurate reports. ensure that the data is reliable and that timely decisions can be made based on it
* Collaboration with HR to establish recruitment and development needs, as well as performance reviews and follow ups
* Control technological, financial and human resources and utilize assets to achieve qualitative and quantitative targets
* Keep ahead of industry's developments and apply best practices to areas of improvement
Requirements
Requirements
* High level of English and Spanish
* At least 2 years in a similar role. Background in Call Center will be highly valued
* Customer Service oriented, good knowledge of Excel, Customer Service software, databases and tools (AI tools will be a plus)
* Great verbal and written communication skills, as well as strong collaborative work style
* Strong analytical capability and attention to detail and strategic vision, used to anticipate needs and demands within our department
* Provable experience in multicultural and remote team leadership; also accustomed to lead and prioritize according to the business needs
Seniority level
* Seniority levelMid-Senior level
Employment type
* Employment typeFull-time
Job function
* Job functionOther
* IndustriesIT Services and IT Consulting
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