Customer Service Manager

Description

Position Summary: We are seeking a Technician or Technologist with customer service experience to manage requests, communications, and platforms, ensuring timely and high-quality service. Key Highlights: 1. Customer service experience and service management 2. Proficiency in management platforms (CRM) and digital channels 3. Service orientation, assertive communication, and teamwork We seek: A Technician or Technologist in administrative fields or related to customer service, with a minimum of 6 months’ experience in customer support, call centers, or service management. Main Responsibilities include the following: · Attend to users and manage their requests · Manage the rating database and execute the corresponding procedure for closing each case. · Support the customer service department via WhatsApp, email, telephone lines, and other communication channels. · Provide timely assistance according to established protocols across various contact channels. · Forward, manage, and track requests received through assigned channels. · Conduct follow-up calls and video calls to users when required. · Manage the assistance platform · Properly manage the company’s platform, ensuring accurate and complete data entry. · Create assistance records, customer profiles, and follow-ups with clear and precise information. · Register and manage assistance for customers’ in-person or online activities. · Maintain an updated daily schedule for projects or professionals, providing timely responses to internal and external customers. · Support operational areas and campaigns. · Support calls, video calls, and requests related to assigned projects. · Assist the customer service team as needed. · Upload, manage, and support the dispatch and response of mass campaigns across various communication channels. · Conduct follow-up calls to users to verify service delivery and satisfaction. · Meet established response timeframes and quality standards. · Report incidents or special situations to the immediate supervisor. · Perform other duties assigned consistent with the nature of the position. Core Competencies: service orientation, assertive communication, organization, follow-up, proficiency in technological tools, teamwork, responsibility, commitment, and responsiveness. Key Technical Knowledge: customer service, service protocols, proficiency in management platforms (CRM or similar), basic office software, and digital communication channels (WhatsApp, email, calls, video calls) Position Type: Full-time Work Location: On-site employment