Customer Service Supervisor

Description

Job Summary: Manage and develop the customer service team, optimize processes, and ensure service quality and customer satisfaction at the laboratory. Key Highlights: 1. Team management and development for customer service 2. Process optimization and quality assurance 3. Focus on corporate image and customer satisfaction Check-Up Medicina e Diagnóstico, the 3rd largest laboratory in Minas Gerais state by number of tests processed, operating in Clinical Analysis and Imaging Diagnosis, is seeking a **Customer Service Supervisor (Support)**. **Main Responsibilities:** * Manage people, including setting objectives and goals, structuring work, developing and conducting competency and performance evaluations for customer service staff. * Ensure implementation of company operational management policies, objectives, and guidelines, guaranteeing continuous process optimization, renewal, and simplification. * Schedule and lead meetings with staff to continuously improve work processes. * Prepare work schedules, vacation planning, time-off arrangements, and adjust working hours as needed. * Monitor and guide the front desk team’s interactions with company clients. * Supervise both in-person and telephone customer service processes via Shift and Clinux systems. * Supervise report data entry and delivery processes, ensuring timely result delivery and service quality. * Inspect receptionists’ uniforms to maintain the company’s positive image. * Arrange for expedited test result delivery upon client request, when necessary. * Act as intermediary in resolving issues or irregularities related to services not covered by specific health insurance plans. * Receive and monitor report corrections, and request patient follow-up when necessary. * Ensure effective use of information tools and processes to achieve organizational objectives. * Strengthen Check-Up’s image among customers, the community, and the market. * Foster an organizational climate conducive to company development. * Prepare test quotations for private clients (individuals or legal entities), either in person or by phone. * Collect payments from clients. * Reconcile daily cash receipts with the finance department. * Issue invoices. * Train the customer service team. * Manage relationships with VIP clients designated by senior management, negotiating special appointment times and locations. * Handle urgent and unforeseen service requests, making decisions as required. **Requirements:** \-Bachelor’s degree in Administration or related fields. \-Reception experience (minimum 1 year); \-Solid knowledge of tests relevant to your area of specialization and company operations. **Employment Type: Full-time CLT** Work Location: **On-site** Salary: R$3\.000,00 per month Benefits: * Medical assistance * Meal allowance * Transportation allowance Work Location: On-site