Supervisor, Customer Care

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

POSITION OVERVIEW:

A position has arisen for a Supervisor in our Customer Care Department, based at our Shared Service Center in Lagunilla, Costa Rica. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure that team members deliver the highest working standards across all aspects of Customer Care and relations, and to provide support in driving customer loyalty, maximizing business performance, and aligning with the overall business objectives to enable growth.  

MAJOR AREAS OF RESPONSIBILITY:

• Lead a team of Customer Care Specialists in the field of high-volume, complex tasks.
• Responsible for the success of the daily operations of the team.
• Drive the resolution of complex customer requirements, manage and follow up on escalations, liaising with partner functions. 
• Communicate cross-functionally as required
• Ensure that the Key Performance Metrics for Customer Care are met.
• Support key Customer Care strategies to drive customer loyalty & resulting customer satisfaction score.
• Support Sales to enhance the customer experience by providing appropriate guidance.
• Take the lead and drive key projects to support local/corporate initiatives.
• Identify key improvement opportunities - e.g. system enhancements, processes, tools.
• Utilize system knowledge to provide appropriate guidance on transactional capability.
• Oversee management of customer-related data within ERP systems.
• To meet the demands of business capacity and seasonality, it may be necessary to lead cross-training and cross-support initiatives by partnering with other Customer Care teams.
• Stabilize the Operations Teams to reduce the attrition rate.
• Boost seniority in the respective team with effective 1:1s, coaching, and mentoring.

REQUIRED EDUCATION / EXPERIENCE / SKILLS:

• A minimum of 3+ years’ Customer Care leadership experience is required, preferably in a shared services environment. 
• Experience with ERP systems.
• Requires a bachelor's degree from a four-year college or university or equivalent work experience.
• Demonstrated skills in people management & development.
• Experience in supporting efficiency and productivity projects.
• Good written and oral communication skills are essential.
• Must be able to interface effectively with internal & external customers.
• Strong results focus and attention to detail are essential.
• Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel.
• Good organizational skills are necessary, as is the ability to use own initiative and collaborate well within a team.
• An ability to handle confidential and/or proprietary information. 
• Excellent analytical and presentation skills required.
• Must be task-focused with enthusiasm and a flexible approach. "