Customer Support Supervisor

hace 1 semana


Bogotá, Colombia PayJoy A tiempo completo

El supervisor de soporte a clientes para Credit Line es responsable de garantizar un soporte efectivo al cliente final, resolviendo sus consultas y problemas a través del equipo de atención, asegurando una experiência extraordinaria. Además de analizar los comentarios de los clientes y los datos operativos para identificar áreas de mejora en la calidad del servicio y la eficiencia operativa.

**Responsabilidades**:

- Supervisar, guiar y apoyar al equipo de servicio al cliente, asegurando la alineación con los objetivos y estándares, y brindando retroalimentación regular relacionada con el desempeño
- Monitorear y evaluar las actividades del equipo del centro de contacto y ayudar a los supervisores y terceros con retroalimentación regular sobre el desempeño
- Capacitar al personal en áreas de servicio al cliente y políticas de la empresa
- Optimizar los procesos y procedimientos del flujo de trabajo para aumentar la eficiencia y efectividad en el área de servicio al cliente
- Ejecutar y coordinar controles para el cumplimiento de los KPI de gestión de BPO
- Generar informes sobre el desempeño del equipo, analizando datos para identificar tendencias, problemas y oportunidades de mejora
- Coordinar constantemente con Legal & Compliance para la correcta ejecución de reclamos, escritos o quejas de los clientes finales

**Requisitos**:

- Estudios universitarios en áreas relacionadas como Administración de Empresas, Comunicaciones o afines
- Experiência de 2 años gestionando equipos de servicio o atención al cliente, preferiblemente en el sector de ventas o financiero
- Conocimiento sólido de los principales indicadores clave de rendimiento de las experiências de los clientes, en derecho del consumidor
- Código de protección y defensa del consumidor
- Conocimientos de software de gestión de relaciones con los clientes (CRM) para gestionar interacciones con los clientes (Zendesk), realizar un seguimiento de los problemas y analizar datos (Excel y google sheets, Power BI o cualquier otro deseable)
- Capacidad para liderar de manera eficaz y motivar a un equipo, con experiência demostrada en la supervisión de representantes de atención al cliente internos o BPO
- Habilidades de resolución de problemas para mantener altos níveles de satisfacción al cliente
- Capacidad para centrarse en el cliente, sentido de urgencia y manejo de situaciones difíciles bajo presión

**Beneficios**:

- Medicina de prepagada
- Contrato indefinido
- 20 días de vacaciones
- 2.000 USD anuales en viajes de coworking
- 2.000 USD anuales en desarrollo profesional
- 500 USD anuales de bonificación para mantenerse en forma
- 250 USD para equipamiento de oficina en casa
- 200 USD para auriculares



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