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Customer Experience Delivery Lead

hace 2 semanas


Madrid, Madrid, España MSX International A tiempo completo

At MSX International, we are seeking an experienced Customer Experience Delivery Lead to oversee the day-to-day operations of our customer service team.

About the Role:

The Customer Experience Delivery Lead is responsible for ensuring that our team adheres to project guidelines and delivers exceptional customer support. They will act as the primary point of escalation for complex customer cases, investigate and analyze root causes, and implement strategies for improvement.

Key responsibilities include:

  • Team Management and Support: Providing guidance to advisors, helping resolve issues efficiently, and driving continuous improvement in customer experience and service quality.
  • Customer Requests Handling: Managing customer inquiries through various channels and platforms, ensuring that requests are addressed promptly and accurately.
  • Complex Case Resolution: Investigating and analyzing complex customer issues, identifying root causes, and implementing appropriate actions to resolve the case.
  • Data Management: Ensuring that all customer interactions and activities are recorded and tracked in OEM systems, providing reports on team performance.
  • Process Improvement: Constantly seeking ways to improve workflows and service quality to meet internal KPIs and customer expectations.

The ideal candidate will possess strong leadership skills, with a focus on team development and achieving results. They should have a customer-oriented mindset, excellent communication skills, and the ability to interact effectively with internal departments and external partners.

Additionally, the successful candidate will have:

  • Native Italian Language: Essential for effective communication with customers and colleagues.
  • Good level of Spanish and English: Required for interacting with diverse stakeholders.

We are looking for someone with a minimum of 2-3 years of experience in a call center environment, preferably in a supervisory or leadership role. A Bachelor's Degree or equivalent work experience is required.

If you are passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity.