¿Tienes experiencia dirigiendo equipos grandes? ¿Te gustan los retos y la mejora en la atención al cliente? Si tienes conocimientos de herramientas CX y NPS, buscamos un director para gestionar el área de Customer Service, tanto la parte On-Street, como Off-Street.
Our Client Empresa de más de 50 años, pioneros en la gestión de infraestructura de movilidad sostenible, aparcamientos, estacionamiento regulado y red de carga eléctrica.
Your Functions Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.Lead and manage the customer service team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.Oversee the daily operations of the customer service department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.Collaborate with cross-functional teams, such as sales, marketing, and operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.Monitor and assess customer service performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.Position Requisites Formación: LicenciadoIdiomas: Inglés: B2Conocimientos: Customer service, altas tecnologías, orientado al detalleExperiencia: 7 añosExperiencia mínima de 7 años en gestión de equipos, del área de customer service. Herramientas de mejora de la experiencia del cliente. Rápida resolución de problemas. Capacidad analítica. Capacidad de relacionarse entre departamentos. Logros demostrables en la bajada de incidencias y mejora de la experiencia de los clientes.
Your Benefits Coche, Seguro médico, Banda salarial muy competitiva.
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