Account Executive
OneCrew
Job Level
JuniorMid-Level
About the role
- Supervise, guide, and support the customer service team, ensuring alignment with objectives and standards, and providing regular performance-related feedback.
- Monitor and evaluate contact center team activities and assist supervisors and third parties with regular performance feedback.
- Train staff in customer service areas and company policies.
- Optimize workflow processes and procedures to increase efficiency and effectiveness in the customer service area.
- Execute and coordinate controls for compliance with BPO management KPIs.
- Generate reports on team performance, analyzing data to identify trends, issues, and opportunities for improvement.
- Constantly coordinate with Legal & Compliance for the correct execution of claims, writings, or complaints from end customers.
- Analyze customer feedback and operational data to identify areas for improvement in service quality and operational efficiency.
Requirements
- College in related areas such as Business Administration, Communications or similar.
- 2 years' experience managing customer service or support teams, preferably in the sales or financial sector.
- Solid knowledge of the main key performance indicators of customer experiences, in consumer law. Consumer protection and defense code.
- Knowledge of customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and google sheets, Power BI or any other desirable)
- Ability to effectively lead and motivate a team, with demonstrated experience supervising internal customer service representatives or BPO.
- Problem-solving skills to maintain high levels of customer satisfaction.
- Ability to focus on the customer, sense of urgency and handling difficult situations under pressure.
