Customer Service Team Lead

Description

Job Summary: Lead customer service strategy, PQR (Petitions, Complaints, and Claims) management, and safety campaigns, ensuring regulatory compliance and elevating customer satisfaction. Key Highlights: 1. Accelerate your professional development within a supportive team. 2. Create exceptional experiences for customers and colleagues. 3. Join a company transforming the future of mobility. 14 Aug 2026 bogotá, Colombia Sales \& Customer Support Permanent Employee **Customer Service Team Lead** **Location: Bogotá, Colombia (1 vacancy)** **Work Mode: Hybrid\- Full Time** Are you looking to accelerate your professional development, build a brilliant career, and thrive in a supportive team? Join **Inchcape Américas**, part of the global Inchcape group. You will play a key role in creating exceptional experiences for our customers and colleagues. We offer numerous opportunities and challenges that will take both us—and your career—to the next level. Our **Transformation** team is seeking a **Customer Service Team Lead** to join Inchcape Américas. The purpose of this role is to lead, structure, and oversee the customer service and PQR (Petitions, Complaints, and Claims) management strategy, ensuring compliance with regulatory requirements under Law 1480 of 2011 (Consumer Statute) and Law 1581 of 2012 (Habeas Data). You will be responsible for supervising and monitoring logistics and communications related to Safety Campaigns (Recalls), safeguarding brand reputation, mitigating legal risks and fines from the Superintendency of Industry and Commerce (SIC), and elevating customer satisfaction and loyalty. **Your Responsibilities** * **Manage regulatory compliance in consumer protection**, ensuring timely handling of PQR, warranty administration, and coordination of requests, investigations, and proceedings before the Superintendency of Industry and Commerce (SIC). **Lead the execution of safety campaigns (recalls)**, ensuring notification and traceability of affected vehicles, compliance with regulatory reporting requirements, and operational coordination with workshops and spare parts suppliers. **Administer the personal data protection program (Law 1581 of 2012\)**, overseeing authorization management, ARCO rights fulfillment, and updating databases registered with the SIC. **Drive continuous improvement and performance indicator management**, monitoring service and compliance KPIs, conducting root cause analysis, and implementing corrective actions to reduce legal risks and enhance customer experience. **About You** To succeed in this role, you will have: * Knowledge of Colombian regulations: Proficiency in the Consumer Statute (Law 1480 of 2011\), Habeas Data Law (Law 1581 of 2012\), and SIC-specific regulations for the automotive sector. Recall Processes: Protocols for communication and traceability of automotive safety campaigns. Technological Tools: Advanced use of CRM platforms (Salesforce, HubSpot, etc.) and automotive ERP / DMS systems. * Excellent communication skills, empathy, and ability to interact with users and technical teams in global and multicultural environments. * Strong analytical skills to interpret operational metrics, generate actionable reports, and propose improvements. * Ability to manage conflicts, resolve problems efficiently, and lead continuous improvement initiatives. * Experience working in global or multicultural environments. * Minimum 3–5 years of experience leading Customer Service, PQR, or Consumer Protection departments. Prior experience exclusively or highly preferred in the automotive sector (dealerships, assemblers, importers), managing vehicle warranties and workshop operations. Academic Qualifications: Professional Degree in Industrial Engineering, Business Administration, Law, Organizational Communication, or related fields. Postgraduate Studies (Desirable): Specialization in Service Management, Consumer Law, Process Management, or Legal Management. **What We Offer** At Inchcape, we are building the future of mobility—and we invite you to do it with us. You will join a collaborative culture that values wellbeing, growth, and inclusion. Through impactful work, continuous development, and global and local rewards, we create a workplace where people can achieve success and fulfill their aspirations. **Start Your Journey** If you’re interested in this position but don’t meet all the requirements, we still encourage you to apply. You may be the ideal candidate for this role—or for another opportunity at Inchcape. Join our team and become part of a world-leading automotive company that is **transforming tomorrow— together.** **Opportunities for All** Inchcape promotes the inclusion of people of all identities, backgrounds, and experiences—ensuring our workforce reflects the global communities in which we operate. Learn more here about our Inclusion and Diversity commitments, including our goals, programs, and policies. **About Us** Inchcape is the world’s leading automotive distributor, present in over 40 markets. We partner with the industry’s most important brands to drive sustainable, improved mobility—today and for the future. Our diverse global team of over 16\.000 professionals fosters an inclusive and collaborative culture, delivering exceptional experiences to our customers and partners. We are a dynamic and rapidly growing company driving industry transformation and redefining the future. Discover more at www.inchcape.com **Additional Information** If you are selected, we will contact you to begin our selection process. We may request additional information to learn more about your experience, education, and professional background.