Relation Manager - Customer Service

Manage the complaint handling process to provide solutions to consumers within and outside of warranty, as well as handling escalated services, authorizing physical changes, and negotiating cases assigned to in-house technicians with outstanding balances based on guidelines.

*Measure complaint activity and communicate consumer and product quality issues to the organization to improve customer satisfaction, thereby analyzing the total number of complaints and generating KPIs for complaints to allow for the generation of improvement projects in detected areas of opportunity.

*Lead the review of policies/procedures to ensure consumer expectations are met.

*Coordinate the necessary activities to address services classified as unfinished, offering a solution to the consumer and client.

*Generate and lead process improvement actions for unfinished services.

*Documentation of all interactions of all parties involved, to have evidence for each of the cases being managed.

*Provide continuous feedback on customer requests to foster our continuous improvement environment to offer the best service experience to both our internal and external customers.

*Escalate problems or concerns related to the consumer experience.

*Provide feedback to the service team regarding areas of opportunity in service processes to increase customer satisfaction.

We provide:

• Computer equipment
• Aguinaldo
• Teleworking support $400 monthly
• Benefits above the Law
• Mabe store discounts
• Savings Fund
• Savings box
• Grocery vouchers

Schedule: Monday to Friday from 5:30 am to 3:00 pm.

-Requirements-

Minimum education: Higher education - Bachelor's degree 5 years of experience Languages: English Age: between 25 and 50 years

Knowledge:

Coordination capacity, Team management, Quality, Kpis, Organization, Procedures, Call Center techniques, Call center management

Keywords:

lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, care, costumer, cliente