Customer Care Manager

Responsibilities

Dé el siguiente paso en su carrera profesional ahora: desplácese hacia abajo para leer la descripción completa del puesto y envíe su solicitud.

• 
  
• Manage & coach the Customer Care team
  
• Lead the Spanish Care team on a daily basis to drive performance.
  
• Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.
  
• Ensure tickets review with the Spanish Care team.
  
• Provide coaching and support to the team when needed.
  
• Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.
  
• Guarantee high responsiveness and service quality for tickets to thrive for excellence.
  
• Participate in tickets handling with the team and merchants calls (around 20% of your time).
  
• Be responsible for escalations from our merchants via calls and meetings.
  
• Create ad-hoc strategic planning with merchants without an Account Manager.
  
• Implement and update structured workflows / processes to manage Care requests efficiently.
  
• Ensure streamlined communication with merchants in Care remit.
  
• Align with the Account Management team to ensure a seamless experience for merchants.
  
• Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements.
  

Requirements

• 
  
• 3+ years of experience in a client-facing role and 1+ year managing a team.
  
• Exceptional organizational & time management skills.
  
• Demonstrated ability to work in a team.
  
• Strong stakeholder management capabilities.
  
• Analytical mindset.
  
• Customer ultra-centricity.
  
• Native Spanish speaker and fluent English speaker. xcskxlj
  
• Be 100% in line with the Bigblue values.
  

#J-18808-Ljbffr