Customer Service Team Leader
hace 4 días
About the Role:
The Team Leader will be responsible for managing, evaluating, developing, and leading Customer Service teams to ensure the effective implementation and execution of the organization's customer service and administration strategy. This includes ensuring customer centricity in the team, developing team members, and maintaining operational excellence.
Key Responsibilities:
- People Management: Facilitate information sharing and create a collaborative working environment.
- Competence Development: Drive competence development in the team.
- Performance Monitoring: Monitor and lead the performance of the team.
- Customer Service: Use customer service data to bring forward ideas to improve customer experience.
- Compliance: Ensure teams comply with company policies.
- Operational Management: Manage the team's operation within budget.
- Process Management: Ensure processes are followed according to defined global processes.
- KPI Management: Meet KPI targets.
- Customer Complaints: Ensure customers' complaints are promptly replied to and followed up.
Professional Requirements:
- People Leadership Skills: Native speaker of Spanish. Good level of English is an asset. Italian language is a plus. Portuguese language is a plus.
- IT Knowledge: Prior working experience in Customer Service or Administration and team leading.
- Customer Management Skills: Higher vocational diploma in technical or commercial sciences.
About Kone México:
Kone México is a company focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us, and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and daily practice. We follow ethical business practices and seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized.
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