Job Opportunities in Mexico
September 23, 2024
Robert's Enterprises
Tijuana
FULL TIME
Customer Experience Supervisor
Reporting to the Director of Customer Experience, we are seeking a Customer Experience Supervisor responsible for managing the daily operations of the customer service department, managing a team of representatives to deliver high-quality support to several customers (DTC and B2B). This role involves ensuring that customer inquiries are addressed promptly, efficiently, and with a high level of professionalism. The ideal candidate will possess strong leadership skills, a passion for customer
satisfaction, and the ability to analyze and improve customer service processes. This position will be on-site.
Key Responsibilities:
Team Leadership: Supervise, mentor, and motivate a team of customer service representatives.
Operational Management: Manage daily operations, including shift scheduling, channel management (email, phone, live chat), workload distribution, and adherence to service level agreements (SLAs). Ensure that the team meets or exceeds performance targets.
Customer Support: Oversee the resolution of complex customer issues and ensure that all inquiries are handled in a timely and effective manner. Act as an escalation point for high-priority or sensitive cases.
Process Improvement: Analyze customer service metrics and feedback to identify areas for improvement. Implement and monitor strategies to enhance the efficiency and effectiveness of the customer service team and technology stack (Zendesk, Shopify, SAP).
Goal Achievement: Demonstrate responsibility and accountability in meeting team goals and KPIs, OKRs, and sales targets.
Reporting & Analysis: Prepare and present regular reports on customer service metrics, including response times, resolution rates, case driver analysis, customer satisfaction scores, and warranty trends. Use data to drive decision-making and strategy.
Cross-Department Collaboration: Work closely with other departments such as Sales, Marketing, and Product Development to provide customer insights and escalations. Collaborate on initiatives to improve the overall customer experience.
Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement (FAQs, website optimizations, product improvements). Develop and implement strategies to address common issues and enhance overall customer satisfaction.
Training & Development: Design and deliver training programs for new and existing team members. Ensure that the team is knowledgeable about products, policies, and best practices.
Weekly Agent Evaluations: Using scorecard, conduct weekly agent evaluations through call
listening, ticket reviews, CSAT scores, and provide actionable feedback.
Skills & Qualifications:
● Proficiency in English
● Professional verbal and written communication skills
● Bachelor's degree, College degree, or equivalent professional experience
● 4+ years of experience in customer service, with at least 2 years in a supervisory or leadership role.
● Experience with both B2B and DTC customer service and order management
● Proficiency in customer service software, CRM, and order management systems. Experience with Zendesk Professional Suite considered an asset.
● Analytical mindset with the ability to interpret data and drive improvements based on metrics.
Job Type: Full-time
Pay: $30,000.00 - $40,000.00 per month
Language:
satisfaction, and the ability to analyze and improve customer service processes. This position will be on-site.
Key Responsibilities:
Team Leadership: Supervise, mentor, and motivate a team of customer service representatives.
Operational Management: Manage daily operations, including shift scheduling, channel management (email, phone, live chat), workload distribution, and adherence to service level agreements (SLAs). Ensure that the team meets or exceeds performance targets.
Customer Support: Oversee the resolution of complex customer issues and ensure that all inquiries are handled in a timely and effective manner. Act as an escalation point for high-priority or sensitive cases.
Process Improvement: Analyze customer service metrics and feedback to identify areas for improvement. Implement and monitor strategies to enhance the efficiency and effectiveness of the customer service team and technology stack (Zendesk, Shopify, SAP).
Goal Achievement: Demonstrate responsibility and accountability in meeting team goals and KPIs, OKRs, and sales targets.
Reporting & Analysis: Prepare and present regular reports on customer service metrics, including response times, resolution rates, case driver analysis, customer satisfaction scores, and warranty trends. Use data to drive decision-making and strategy.
Cross-Department Collaboration: Work closely with other departments such as Sales, Marketing, and Product Development to provide customer insights and escalations. Collaborate on initiatives to improve the overall customer experience.
Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement (FAQs, website optimizations, product improvements). Develop and implement strategies to address common issues and enhance overall customer satisfaction.
Training & Development: Design and deliver training programs for new and existing team members. Ensure that the team is knowledgeable about products, policies, and best practices.
Weekly Agent Evaluations: Using scorecard, conduct weekly agent evaluations through call
listening, ticket reviews, CSAT scores, and provide actionable feedback.
Skills & Qualifications:
● Proficiency in English
● Professional verbal and written communication skills
● Bachelor's degree, College degree, or equivalent professional experience
● 4+ years of experience in customer service, with at least 2 years in a supervisory or leadership role.
● Experience with both B2B and DTC customer service and order management
● Proficiency in customer service software, CRM, and order management systems. Experience with Zendesk Professional Suite considered an asset.
● Analytical mindset with the ability to interpret data and drive improvements based on metrics.
Job Type: Full-time
Pay: $30,000.00 - $40,000.00 per month
Language:
- Inglés (Required)
- Francés (Required)
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