Senior Customer Service Manager

Polyglot Group Ver Empresa

Não especificado
Licenciatura

You will be responsible for a team of Customer Service Supervisors and Advisors and will work closely with the Head of Customer Service on strategy and execution to promote the highest level of service excellence.

Main Tasks:

  • Execute the global service strategy, ensuring SLAs are achieved;
  • Lead, coach and train the Customer Service Supervisors;
  • Act as final point of escalation for team for customer or IT related issues;
  • Work with Real-Time Analyst to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks;
  • Provide weekly customer feedback report;
  • Manage customer related costs;
  • Work closely with global CS Managers to ensure consistency of service and productivity;
  • Support the Customer Service Supervisors to recruit, train and develop Customer Service Representatives to ensure knowledge and skill-set growth.

The ideal Candidate is:

  • An experienced e-commerce leader and manager of a customer service team;
  • Able to work under pressure in a fast-paced environment;
  • Able to manage and organize a team from a performance as well as development perspective;
  • Flexible & available to work possible evenings, weekends and holidays when needed;
  • Has a native level of Portuguese and excellent English.

It sounds like you, join us!

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