Customer Service Coordinator

Description

Job Summary: Responsible for coordinating and supervising customer service teams, ensuring quality, satisfaction, and loyalty, with a focus on continuous improvement and conflict resolution. Key Highlights: 1. Leadership and development of customer service teams 2. Focus on customer satisfaction and loyalty 3. Implementation of continuous improvements in customer service **Description:** ---------------- * Responsible for coordinating and supervising the customer service team, ensuring support quality, achievement of goals and performance indicators, as well as promoting customer satisfaction and loyalty. Will oversee processes, resolve conflicts, prepare management reports, and implement continuous improvements in customer service. * Knowledge of continuous improvement processes * Experience with help desk and technical support software * Ability to prepare management reports and executive presentations * Proactive, organized profile with customer focus and empathy * Ability to work under pressure and in teams * Experience implementing customer loyalty and retention processes * Proven experience in coordinating or leading customer service teams * Strong communication and negotiation skills * Analytical ability to interpret data, generate and interpret reports * Proactive, organized, and customer-oriented profile * Experience managing portfolios and B2B or B2C relationships **Requirements:** ----------------- * Bachelor’s degree in Business Administration, Marketing, Communications, Commercial Management, or related fields * Proven experience in coordinating or supervising customer service teams * Knowledge of CRM tools and customer service systems * Proficiency in customer service metrics and KPIs (response time, NPS, First Call Resolution) * Team management, leadership, and people development skills * Data analysis and conflict resolution capabilities