Customer Service Coordinator

Description

Job Summary: Coordinate and ensure excellence in customer service, operational efficiency, and adherence to quality standards in the appointment scheduling and sales center. Key Highlights: 1. Coordinate customer service teams across multiple digital channels 2. Support the ongoing development and training of the team 3. Identify improvements in customer service processes Ensure excellence in service delivery to patients and partners, guaranteeing operational efficiency of the exam appointment and sales center, achievement of productivity and satisfaction targets, and compliance with the quality and experience standards defined by Grupo Amo. Coordinate telephone, WhatsApp, and other digital customer service teams, ensuring achievement of scheduling, sales, and service quality targets. * Monitor operational metrics (average handling time, average wait time, conversion rate, absenteeism, service level, NPS, among others). * Ensure adherence to customer service scripts, protocols, and company commercial policies. * Manage work schedules and ensure adequate coverage across all shifts. * Support the ongoing development and training of the team through feedback, training sessions, and individual performance follow-up. * Identify opportunities for improvement in customer service processes and propose solutions in collaboration with relevant departments (Operations, Sales, IT, Marketing, and People Management). * Ensure smooth communication between the Center and Grupo Amo’s healthcare units, guaranteeing accuracy in patient appointments and information. * Supervise proper use of scheduling and CRM systems, ensuring complete and accurate recordkeeping. * Monitor team morale and engagement, fostering a collaborative, high-performance environment. * Prepare management reports and present periodic results to leadership.