Customer Service Manager

Description

Job Summary: We are seeking a Technician or Technologist in administrative or customer service fields to manage requests, provide multichannel support, and maintain up-to-date information, ensuring high-quality service. Key Highlights: 1. Dynamic customer service and multichannel request management role 2. Management of platforms for request handling and tracking 3. Teamwork and customer satisfaction focus We are looking for: A Technician or Technologist in administrative fields or related to customer service, with a minimum of 6 months’ experience in user support, call centers, or service management. Main Responsibilities include: · Attending to users and managing their requests · Managing the rating database and performing the corresponding procedure for closing each case. · Supporting the customer service department via WhatsApp, email, telephone lines, and other communication channels. · Providing timely assistance according to established protocols across various contact channels. · Routing, managing, and tracking requests received through assigned channels. · Conducting follow-up phone calls and video calls to users when required. · Managing the assistance platform · Properly managing the company’s platform, ensuring accurate and complete data entry. · Creating assistance records, customer profiles, and follow-ups with clear and precise information. · Registering and managing assistance records for customers’ in-person or online activities. · Keeping the daily project or professional schedule updated, providing timely responses to internal and external customers. · Supporting operational teams and campaigns. · Supporting calls, video calls, and requests related to assigned projects. · Assisting the customer service team as needed. · Uploading, managing, and supporting the sending and response of mass campaigns across various communication channels. · Conducting follow-up calls to users to verify service delivery and satisfaction. · Meeting established response timeframes and quality standards. · Reporting anomalies or special situations to the immediate supervisor. · Performing other duties assigned in accordance with the nature of the position. Core Competencies: Service orientation, assertive communication, organization, follow-up, proficiency with technological tools, teamwork, responsibility, commitment, responsiveness. Key Technical Knowledge: Customer service, service protocols, management of service platforms (CRM or similar), basic office software, and digital communication channels (WhatsApp, email, phone calls, video calls) Employment Type: Full-time Work Location: On-site employment