Customer Service Leader - Medellin

Description

Job Summary: We are seeking a Customer Service Leader with strong interpersonal skills and a clear focus on customer satisfaction to lead and develop their team in the technology sector. Key Responsibilities: 1. Lead and develop the team to achieve objectives 2. Design customer service plans and policies and solution management 3. Establish service strategies and customer loyalty programs A leading company in the technology/IT sector with over 30 years of market experience is currently seeking a Customer Service Leader for the city of Medellín. Education: Financial Engineering, Financial Administration, Business Administration, Industrial Engineering or Process Engineering. Experience and Skills: - 2 to 3 years as Customer Service Leader, Help Desk Coordinator, Business Administrator, or Lead Experience Analyst. Customer Service Leader Profile: Strong interpersonal skills, clear orientation toward customer satisfaction, capable of leading, inspiring, and developing their team to achieve departmental objectives. Key Attributes: Customer understanding, verbal and written communication skills, problem-solving ability, data analysis, and use of tools and systems. · Key responsibilities include: - Designing plans and policies for handling customer requests, complaints, and claims, and managing solutions. - Monitoring the service delivered to customers and verifying compliance with agreed service level agreements (SLAs). - Implementing customer satisfaction measurement systems and, based on results, establishing improvement plans. - Designing and developing service strategies and customer loyalty programs. - Analyzing monitoring results of agents’ telephone support and case handling, and taking actions—jointly with supervisors—to improve overall performance. - Budget management. - Collaborating continuously with functional managers to ensure timely customer request resolution. - Presenting service-level KPIs (ITIL-based) and process improvement results to senior management. - Acting as an intermediary between external and internal customers to foster an organizational culture centered on customer satisfaction and loyalty. · Working Conditions: - Schedule: Monday to Thursday, 7:00 AM to 5:00 PM; Friday, 7:30 AM to 4:30 PM. - Location: El Poblado, Medellín. - Salary: To be negotiated based on experience and qualifications. If you are interested and meet the profile, please apply. - Requirements - Minimum Education: University Degree / Professional Program 3 years of experience Age: 18 years or older Knowledge: Communication, Problem Solving Keywords: supervisor, manager, manager, director, chief, lead, leadership, administrator, service, customer, client