Customer Service Team Leader

hace 2 semanas

San Vicente Ferrer, Colombia Kaplan A tiempo completo

Job Description

**Responsibilities**:
- To manage Customer Care Executives through leading, developing, managing, and motivating them to complete customer related administration tasks and phone calls.- To supervise the workload of the team, to optimize service provision and administrative support for the operation of the Contact Centre.- To ensure that the team meet agreed KPIs for calls and response level for all other types of queries.- Review the team’s KPIs monthly.- Supervise and mentor Customer Care Executives when performing 1 on 1 meeting.- Manage team holidays in agreement with the direct Manager by measuring the workload by seasonality.- Helping to delivering training to current staff and new team members if necessary.- To work closely with the Account Managers and REPS regarding their students and Agencies that we partner with offering assistance when needed.- To Manage Salesforce CRM tool for reports and monitoring team arrivals, cancellations, and WhatsApp communications of their team members with students / agents closely.- To work closely with internal external customers to identify areas for improvement.- To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements, and quality standards to meet and exceed customer experience standards.- To ensure responses to student enquiries related to Kaplan schools, courses, and existing bookings.- To handle escalated customer queries, provide by your direct Manager; resolving any issues to ensure customer satisfaction.- To provide regular coaching to the team, working closely with the Manager to ensure you have a training plan in place to equip your team with the skills and tools they need to perform in their role.- To ensure the team are processing booking accurately, meeting compliance regulations and T&C’s.- Provide Visa and Administrative support to customers, when needed.- Monitor No-Shows and arrival weekly.- Providing pre-departure meeting and visa info meeting in agreement with the direct Manager.- Available in case of emergencies.- Other duties as assigned

**Requirements**:
- Requires 1-3 years related experience in Customer Service Leadership.-
- A true hunter, hungry for new deals and opportunities to drive growth either directly or towards team targets.-
- Be comfortable working to tight deadlines while managing competing priorities.-
- Bilingual proficiency in English - B2+.-
- Exceptional interpersonal and communication skills.-
- Ability to multi-task, prioritize and manage time effectively.-
- Ability to work under pressure and hard when required, and through customer objections.-
- Competent computer skills.-
- Bachelor’s degree or equivalent.Compensation and Benefits- Competitive salary- We offer an induction, on-going coaching and training in Salesforce and other systems,- Opportunities for career progression include positions as customer service or within our direct and agent sales teams.- 18 days’ vacation

Aditional requirments- Job located in Bogota, Colombia.- This is a 100% on-site position

About Us
- Kaplan International Languages

), a division of Kaplan Inc. (a subsidiary of Graham Holdings Company), is an exciting company in the world of international education. With 44 language schools in the UK, Ireland, USA, Canada, Australia, New Zealand, France, and Germany, we are a leading provider of English language courses and other study abroad programs for students from more than 160 countries around the world.

Location

Bogotá, COL

Employee Type

Employee

Job Functional Area

Sales

  • Customer Service Representative Bogota 1

    hace 4 semanas

    San Vicente Ferrer, Colombia Foundever A tiempo completo

    **About Us**: Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a...

  • Customer Service Representative Bogota 1

    hace 2 semanas

    San Vicente Ferrer, Colombia Foundever A tiempo completo

    **About Us** Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a...

  • Customer Service Intern

    hace 2 semanas

    San Vicente Ferrer, Colombia Schweitzer Engineering Laboratories A tiempo completo

    Essential Duties and Responsibilities_ 1. Support sales and customer service teams. 2. Provide general office clerical support, filing, and documentation as required. 3. Assist with sales and customer service related projects and tasks as assigned. 6. Understand. Create. Simplify. 7. Other duties as assigned. - Required Qualifications_ Pursuing...

  • Customer Service Analyst 1

    hace 3 semanas

    San Vicente Ferrer, Colombia Citi A tiempo completo

    The Customer Service Analyst 1 is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support. **Responsibilities**: - Serve as single point of...

  • Customer Service Representative Bogota 1

    hace 2 semanas

    Municipio de San Vicente Ferrer, Colombia Foundever A tiempo completo

    About UsFoundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless...

  • Customer Service Intern

    hace 2 semanas

    Municipio de San Vicente Ferrer, Colombia Schweitzer Engineering Laboratories A tiempo completo

    Essential Duties and Responsibilities_Support sales and customer service teams.Provide general office clerical support, filing, and documentation as required.Assist with sales and customer service related projects and tasks as assigned.Understand. Create. Simplify.Other duties as assigned. Required Qualifications_Pursuing Bachelors or Associates in Business...

  • Sales and Customer Service Manager

    hace 3 semanas

    San Vicente Ferrer, Colombia Franco Racquet Sports A tiempo completo

    Franco Racquet Sports is one of the fastest growing sports companies in Texas. We are a small company, but are positioned to be one of the largest tennis and pickleball service providers in Texas and the United States. As we continue to grow our programs and service offerings and refine our customer experience, our goal remains steadfast: Improve the...

  • Customer Service Sr Manager

    hace 4 semanas

    San Vicente Ferrer, Colombia Citi A tiempo completo

    The role is a manager of the Digital Client Support team for the Colombia Service Hub. The Customer Service Manager of Digital Channels will be responsible of leading a team of service officers that support Corporate Clients in their service inquiries regarding Electronic Banking products, ensuring the highest level of quality of service. Develop and...

  • Customer Service Bilingue

    hace 3 semanas

    San Vicente Ferrer, Colombia First Image Consulting Peru SAC A tiempo completo

    LNos encontramos en la búsqueda del mejor talento para que ocupe el puesto de Customer Service que cumpla con los siguientes requisitos: - Manejo del idioma inglés a nível intermedio (Sujeto a evaluación). - Experiência de al menos 6 meses en puestos similares. - Buena conexión a Internet. - Conocimiento del paquete office y google drive a nível...

  • Customer Service Representative Tech Support

    hace 4 semanas

    San Vicente Ferrer, Colombia Foundever A tiempo completo

    **About Us** Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a...

  • Full Time Customer Service Position for Female

    hace 3 semanas

    San Vicente Ferrer, Colombia Callnovo A tiempo completo

    Callnovo is seeking a dedicated, full-time **female** Customer Service Representative who is fluent in English (without accent) to join our dynamic team. This remote position offers flexibility and the opportunity to work from the comfort of your home. **Working Hours**: 11 AM - 7 PM Pacific Standard Time, Monday to Friday **Responsibilities**: - Make...

  • Customer Service Clerk

    hace 3 semanas

    San Vicente Ferrer, Colombia Amentum A tiempo completo

    **Supporting the Most Exciting and Meaningful Missions in the World** Customer Service Clerk **X203 - Customer Service Clerk** - High school diploma or higher. - Knowledge of aeronautical spare parts, tools, equipment and components. - Minimum of 5 years’ experience processing supply transactions and providing supply parts status. - Read and understand...

  • Customer Service Representative Bilingue

    hace 3 semanas

    San Vicente Ferrer, Colombia DSolutions A tiempo completo

    Who are we? We are a law firm based out of the United States that is responsible for thousands of Clients. We help Americans get out of debt by settling their debt for pennies on the dollar. This would be the THIRD WAVE so this is the time to join us. We are looking for driven hardworking individuals to join us and make a career out of this...

  • Customer Service Rep V

    hace 3 semanas

    San Vicente Ferrer, Colombia Medtronic A tiempo completo

    **Careers that Change Lives** **A Day in the Life** Responsibilities may include the following and other duties may be assigned. - Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when...

  • Support Team Leader Colombia Bogotá

    hace 2 semanas

    San Vicente Ferrer, Colombia Norwegian Refugee Council A tiempo completo

    **Función y Responsabilidades** El objetivo del cargo de Team Leader de Soporte es asegurar la operación administrativa, financiera, logística, de ICT y de recursos humanos de la oficina de país en concordancia con la estrategia de soporte de NRC en la región. The Norwegian Refugee Council (NRC) is an independent humanitarian organisation helping...

  • Field Service Engineer

    hace 3 semanas

    San Vicente Ferrer, Colombia Spotter Global A tiempo completo

    Do you want to build your career with a company that protects people and their way of life? Spotter Global is the leader in radar perimeter security solutions and is installed in critical sites across the world. Our mission, “Preventing Harm”, drives Spotter to be an innovative and forward thinking company that is profitable, rapidly growing, and...

  • Customer Services Representative I

    hace 3 semanas

    San Vicente Ferrer, Colombia Schweitzer Engineering Laboratories A tiempo completo

    Essential Duties and Responsibilities_ 1. Provide world-class customer care to both internal and external customers. 2. Engage in regional customer support activities including accurate entry of orders, quotes and RMA's, and creation and maintenance of special specifications 3. Communicate to customers and reps on deliverables and resolving of additional...

  • Team Leader

    hace 2 semanas

    Municipio de San Vicente Ferrer, Colombia Grupo Oesia A tiempo completo

    Descripción:Nuestro Centro de competencia Cloud, está formado por un equipo de expertos en entorno cloud que ayudan a transformar digitalmente los sistemas en un ambiente de multicliente ubicado en Rivas Vaciamadrid (Madrid).Además de participar en esta transformación, velan por la evolución de las compañía, con una visión en el presente y futuro....

  • Security Team Leader Colombia Bogotá

    hace 4 semanas

    San Vicente Ferrer, Colombia Norwegian Refugee Council A tiempo completo

    Función y responsabilidades El propósito del cargo de Líder de Equipo de Seguridad (HSS Team Leader) es garantizar el apoyo prestado a la operación del Consejo Noruego para Refugiados (NRC) en Colombia, Ecuador y Panamá (CO-EC-PA) desde el Centro de Monitoreo y Comunicaciones (CMC), supervisando y guiando el trabajo de las Asistentes Técnicas de HSS...

  • Customer Service Supervisor

    hace 2 semanas

    Municipio de San Vicente Ferrer, Colombia AmerisourceBergen A tiempo completo

    What you will be doing (RESUMEN DE LA POSICIÓN):_Under general supervision of the Operations Manager The holder of this position must fulfil his obligations in such a way that all tasks in his/her position are completed in a correct, timely, rapid and cost-efficient manner; shipments are sent by the most secure, most rapid, and most efficient way; the...