Customer Service Supervisor

Description

Job Summary: A professional responsible for managing improvement projects, defining routines and techniques, monitoring customer service, and performing people management and process auditing. Key Highlights: 1. Post-sales improvement project management 2. Definition of customer engagement routines and techniques 3. People management and process auditing for quality control Responsibilities: * Report workflow process failures * Define work routines * Define customer engagement techniques * Monitor telephone and email customer service * Manage post-sales improvement projects * Support individual team member development in coordination with Human Resources * Inform customers about requested actions * Conduct periodic outreach to customers and non-customers * Propose new products to customers * Manage team personnel (evaluations, training, hiring, terminations, vacations, disciplinary actions, performance, etc.) * Conduct audits on process flows, chat interactions, resolved tickets, and phone calls (focusing on metrics such as TMA, TME, and LOST CALLS) to ensure quality control And other duties relevant to the position. Salary: To be negotiated + Quarterly Bonus Benefits: Transportation allowance or fuel subsidy; Free parking; Meal allowance of R$23 per worked day; On-site kitchen; Pharmacy discount; Total Pass; Health and dental insurance after 90 days (probation period); Health and Wellness Programs Working Hours: Monday to Friday, from 08:30 to 18:18 (1-hour break) Minimum Education: Bachelor's Degree