Customer Care Lead

Guadalajara Permanente MXN45,000 - MXN46,000
  • Ensure the highest standards of customer service for luxurious alcoholic company
  • Provide consumers with a high touch, white glove customer service experience

Sobre nuestro cliente

Luxurious alcoholic company

Descripción

  • Ensure the highest standards of customer service
  • Answer consumer questions and support requests in a timely manner
  • Serve as an internal point of contact for all consumer questions, comments, and complaints, from beginning (initial point of contact) to end (full resolution)
  • Categorize the different types of communications from consumers
  • Create or update service tickets for questions and/or consumer issues that need escalation for monitoring and tracking resolution purposes
  • Analyze and report on questions frequency and trends
  • Collaborate with the appropriate team(s) (manufacturing, brand marketing, sales, hospitality, HR) to address questions that may not have a readily available answer
  • Communicate within the defined timeline to make sure we deliver luxury service
  • Document answers for frequently asked questions in tone with the brand personality. Work with cross-functional teams to seek standard answers when necessary.
  • Maintain distributors network up to date
  • Provide daily/weekly/monthly Service Center stats analysis and performance
  • Achieve Service Center KPIs and objectives
  • Onboard new Customer Care agents
  • Creatively solve problems in a highly sophisticated ecosystem in collaboration with cross-functional teams when necessary
  • Set individual and team performance targets and coach team members as team grows
  • Partner with Sr. Marketing Manager to create a seamless Customer Experience and report issues that affect Service Center
  • Manage all other duties as assigned by Director

Perfil buscado (Hombre / Mujer)

  • Bachelor's or equivalent work experience
  • 5-7 years in similar role or work environment preferred
  • Luxury retail experience preferred
  • Outstanding verbal and written communication skills
  • Self-starter with ability to solve both defined and ambiguous issues / requests
  • Ability to thrive in a fast paced and changing environment
  • Ability to create strong relationships at multiple levels, internally and externally
  • Detailed oriented with excellent problem-solving skills and ability to multitask
  • Proactive with strong collaboration skills
  • Highly organized and structured
  • Positive and helpful attitude
  • Proven experience working with customer service technology
  • Flexibility for weekend support as needed during peak periods

Qué Ofrecemos

Competitive salary + attractive benefits

Contacto
Mariana Gaona Torres
Ingresar referencia para vacante
64518

Descripción de la vacante

Sector
Sub Sector
Localización
Tipo de contrato
Nombre del consultor
Mariana Gaona Torres
Referencia de la vacante
64518