Customer Service Manager

About the Position: Our Customer & Driver Services team is looking for a dedicated professional to manage the Call Center, ensuring a fast and efficient customer service experience for clients and drivers who require scheduled or emergency assistance. They will be responsible for quickly resolving demands, emergencies, and incidents, managing resources and partners to provide immediate support, security, and reliability throughout the user's journey. What are the responsibilities of this role? The ideal candidate should have experience in customer service management, with a strong focus on problem-solving, communication, and teamwork. They must be able to work in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously. Additionally, they should have excellent leadership skills, being able to motivate and guide their team to achieve the desired results. The selected candidate will be responsible for developing and implementing strategies to improve customer satisfaction, reducing wait times, and increasing first-call resolution rates. They must also be able to analyze data and metrics to identify trends and areas for improvement, making adjustments as needed. Furthermore, they should have experience with CRM systems, being able to use them effectively to manage customer interactions and track progress. The ideal candidate will be a strong communicator, able to articulate complex ideas in a clear and concise manner. They must also be able to work collaboratively with cross-functional teams, including sales, marketing, and product development. What are the requirements for this role? The selected candidate should have a bachelor's degree in a related field, such as business administration or communications. They must also have at least 3 years of experience in customer service management, preferably in a call center environment. Additionally, they should have a strong understanding of CRM systems and be able to use them effectively to manage customer interactions. The ideal candidate will be fluent in Portuguese, with excellent written and verbal communication skills.