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


  • 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

Mariana Gaona Torres
Ingresar referencia para vacante

Descripción de la vacante

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