SGS
1 year ago
Talent Bank - CUSTOMER SERVICE SUPERVISOR (A) - SBC
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Company information
- Company
- SGS
- Location
- Brasil, Sudeste, Estado de São Paulo, São Bernardo do Campo Brazil
- Posted
- 1 year ago
Job description
Description of the job
- Responsible for ensuring excellence in customer service, providing efficient support, resolving problems quickly and effectively, as well as maintaining clear and consistent communication between client and company;
- Supervise a team of attendants, distributing tasks and following up on performance and conducting continuous feedbacks and alignment meetings with the team;
- Serve as a point of contact for strategic clients in complex situations and support attendants in critical or difficult-to-resolve cases;
- FOLLOW UP ON OPENING AND CLOSING TICKETS, ENSURING RETURN TIMES;
- FOLLOW UP ON PERFORMANCE INDICATORS (SLA, TMA, NPS, FCR, etc.) AND GUARANTEE ADHERENCE TO INTERNAL STANDARDS, REGULATORY REQUIREMENTS, AND COMPLIANCE;
- PROMOTE RETENTION INITIATIVES AND IDENTIFY POINTS OF FRiction IN CUSTOMER SERVICE AND SUGGEST IMPROVEMENTS IN PROCESSES;
- IDENTIFY OPPORTUNITIES FOR AUTOMATION AND PROCESS OPTIMIZATION.
Required skills
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