B2C Customer Service Supervisor

Do you have experience leading customer service teams in the luxury sector and are you looking to take the next step in your professional career?

In our E-Commerce Support Center, we are looking for a B2C Customer Service Supervisor passionate about operational excellence and customer satisfaction.

Job Objective: Direct, coordinate, and supervise the daily operation of the customer service team in Contact Center and Live Chat, guaranteeing efficient, timely after-sales service aligned with the company's service standards. Additionally, you will ensure follow-up on reservations, effective resolution of incidents, and the optimization of key satisfaction indicators.

Requisitos:

• Bachelor's degree in Hotel Administration, Communication, Public Relations, or a related field.
• Minimum 3 years of experience in Customer Service or Contact Center areas.
• At least 1 year leading conflict resolution teams in the luxury sector.
• Advanced English mandatory (C1 English desirable, third language such as Portuguese).
• Proficiency in hotel reservation systems: Opera, SynXis® Voice Agent, and Extranets.
• Management of CRM and ticketing tools (Salesforce, Zendesk, or similar).
• Mastery of operational and quality metrics: CSAT, NPS, FCR, AHT/TMO, Productivity.
• Crisis management, conflict resolution, and handling of sensitive cases.

Ofrecemos:

• Statutory and superior benefits.

Requerimientos

• Minimum education: Upper secondary education - Professional Education T years of experience

Keywords: residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, service, costumer, cliente