Gerente de Atendimento ao Cliente

Responsible for South America Customer Service operations. Lead a team consisting of 10 Customer Service Representatives (CSRs) to enhance the customer experience in South America.

▪ Develop team competency and growth

▪ Challenge team with KPI's and SLA's to achieve results and exceed customer expectations.

▪ Develop reports to monitor performance.

▪ Coach team in identifying and resolving issues at the root cause

▪ Establish relationships with sales, marketing, plant, supply chain, etc

▪ Implement Salesforce & 8X8 for south america

▪ Work in conjunction with global customer service teams as well as all pertinent business functions to collectively work to solve customer service issues using relevant data as support.

▪ Identify insufficiencies in work instructions and procedures. Work with appropriate business leaders to develop and enforce policies and ensure that they are understood and practiced by the customer service team

▪ Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership teams.

▪Identify and select sources of recruitment;

▪ Conduct the screening of candidates through interviews;

▪ Apply and analyze tests and issue reports of potential candidates, making comments and recommendations regarding the nomination of the candidate for the job;

▪ Participate in the selection process for promotions or internal transfers, through interviews and specific tests;

▪ Give feedback on the selection process for the candidates.

• University degree in business management or relevant field experience 
• Experience in customer facing service or operations role
• Advanced PC skill (MS-Word, Excel, PowerPoint, Outlook)
• Demonstrated ERP or CRM usage experience
• Preferred CRM system knowledge
• Excellent communicational and interpersonal skills both in Portuguese. Advanced English & Spanish language is a plus.

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