Global Customer Service Manager
hace 7 días
**YOUR NEXT STEP IS AT RAPPI**
Rappi is one of the first Latin American unicorns and a start-up that continues to focus on growing and making life easier for our users. As a company, we seek to continue improving the services we already offer, add more to our offer and continue expanding throughout the Latin American continent.
Hey, keep it in mind that Rappi is an equal opportunity employer and hires qualified individuals regardless of gender, race, sexual orientation, religion, nationality, age, disability or background. You'll be most welcome here
**Role Objective**:
- "El Manager global de operaciones es responsable de crear, escalar y optimizar los equipos de operaciones subcontratados para lograr un impacto en la excelencia del servicio, la experiência del cliente y la eficiencia a escala para Rappi.
- No solo lidera E2E las empresas subcontratadas, también es el responsible de construir el mejor equipo interno que impulse el cambio en soporte Rappi, enfocados principalmente en la Eficiencia con la mejor UX."
**Main Responsibilities**:
- Definir los estándares de servicio de Rappi y traducirlos en evaluaciones medibles y procesables.
- Asegurar que los servicios y procesos de soporte sean consistentes, cumplan y estén en línea con los estándares de la compañía (y las expectativas del cliente, Rapitenderos y Aliados).
- Alinear y supervisar los procedimientos globales, asi como los lineamientos para la recolección y reporte de datos de calidad.
- Definir y gestionar junto con el área de calidad, las actividades de control para sus mercados/centros designados
- Crear, coordinar y liderar un sólido modelo de colaboración con los socios de subcontratación de Rappi (BPOs)
- Proporcionar información sobre los impulsores del bajo rendimiento (nível de agente, nível de proceso, nível de CX) y represente la voz del cliente internamente para impulsar la mejora continua y la felicidad del usuario con los equipos de producto, tech y ops.
- Realizar análisis proactivos (cuantitativos y cualitativos) para identificar brechas y oportunidades de mejora
- Analizar los resultados del negocio y llevar a cabo los procedimientos correctivos apropiados desde soporte. Pedidos - DT - Tarifa Defec - Cancelacioes - Churn - Compensaciones
- Detectar necesidades de coaching/feedback en el equipo y tomar acciones para asegurar el cumplimiento de los estándares de calidad.
- Responsable y velar por la eficiencia de los servicios. (Presupuesto / UE)"
**Key Requirements**:
**Desired Requirements**:
- Liderazgo: Es fundamental que este profesional tenga la capacidad de involucrar a todo el equipo en la transformación que se quiere lograr en la empresa y en el objetivo de ofrecer la mejor experiência al cliente.
- Visión y pensamiento estratégico. Debe saber gestionar adecuadamente el servicio para enfocarse a los objetivos de negocio de la empresa.
- Capacidad de análisis y empatía. Un buen gerente debe ser capaz de analizar las diferentes circunstancias y de comprender la realidad desde la perspectiva de los clientes y los representantes de atención al cliente para ser un buen líder y gestor.
- Creatividad e innovación. Para ser una empresa diferente es necesario que los líderes como el customer service manager piense de una forma diferente y creativa para resolver problemas eficazmente.
He leído y acepto la Autorización de Datos Personales de Rappi S.A.S
- Conforme a la Política de Tratamiento de Datos PersonalesI have read and accept the Authorization of Personal Data from Rappi S.A.S
- In accordance with the Personal Data Treatment Policy
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