Customer Service Coordinator

Description

Job Summary: Coordinate and supervise the customer service team, ensuring quality, agility, and efficiency to achieve customer satisfaction and loyalty. Key Highlights: 1. Coordinate and supervise the customer service team 2. Ensure service quality and efficiency 3. Propose improvements to customer service processes and customer experience The role aims to coordinate and supervise the customer service team, ensuring quality, agility, and efficiency in service delivery to achieve customer satisfaction, loyalty, and a positive customer experience. **Key Responsibilities** * Coordinate team activities across customer service channels (SAC, call center, support, reception, etc.) * Distribute tasks and monitor team productivity * Monitor and ensure service quality across all channels (phone, e\-mail, chat, in-person) * Define and implement service standards, scripts, and best practices * Track and analyze performance indicators (KPIs) * Manage and resolve escalated critical cases or complaints * Propose improvements to customer service processes and customer experience * Ensure compliance with SLAs and internal policies * Train, guide, and develop the team * Prepare managerial performance reports * Collaborate with other departments (sales, logistics, finance) **Education:** * Completed or ongoing undergraduate degree in Business Administration, Communications, Commercial Management, or related fields **Experience:** * Experience in customer service * Leadership or team coordination experience * Multichannel customer service experience **Technical Knowledge:** * Customer service and customer experience (CX) management * Performance indicators (KPIs) * Customer service tools (CRM, ticketing systems) * Microsoft Office Suite (Intermediate Excel) Employment Type: Full-time CLT Compensation: R$4\.000,00 \- R$6\.000,00 per month Work Location: On-site