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    Customer Service Team Lead - Remote, United States - MAJORITY

    MAJORITY
    MAJORITY Remote, United States

    3 weeks ago

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    Full time
    Description

    MAJORITY es una innovadora aplicación de servicios financieros digitales todo en uno que incluye una cuenta asegurada por la FDIC, una tarjeta Visa, envío de dinero, llamadas internacionales y muchos otros servicios centrados en los inmigrantes. Estamos hechos para inmigrantes, por inmigrantes. Creemos que todos merecen la misma oportunidad de triunfar. Nuestra misión es proporcionar a los inmigrantes las herramientas para prosperar en su nuevo país.

    Somos un grupo diverso de personas de más de 40 países diferentes que nos reunimos todos los días y buscamos a otros impulsados ​​por el mismo deseo de crear productos significativos que sobrepasen diferencias culturales y geográficas. comprometidos a brindar experiencias excepcionales de servicio al cliente. Estamos orgullosos de nuestra dedicación a la satisfacción del cliente y a la mejora continua. A medida que seguimos creciendo, buscamos un líder del equipo de servicio al cliente apasionado y meticuloso para unirse a nuestro equipo e impulsar la excelencia en el servicio al cliente.

    • ¿Te apasiona cambiar el mundo?
    • ¿Estás buscando la emoción de una nueva empresa con un negocio ya existente y en continuo crecimiento?
    • ¿Te encanta ayudar a otros y resolver los desafíos de los clientes?

    Descripción general de la posición:

    El líder del equipo de servicio al cliente será responsable de liderar un equipo de representantes de servicio al cliente para brindar un soporte excepcional a nuestros valiosos clientes. Este rol requiere una combinación de habilidades de liderazgo, comunicación y resolución de problemas para garantizar que nuestro equipo cumpla y supere los objetivos de desempeño mientras mantiene altos niveles de satisfacción del cliente.

    Responsabilidades:

    • Liderar, entrenar y orientar a un equipo de representantes de servicio al cliente para brindar un servicio excepcional y lograr objetivos de desempeño.
    • Desarrollar e implementar estrategias para mejorar la eficiencia, la productividad y el rendimiento general del equipo.
    • Supervisar las métricas de rendimiento del equipo, incluido el tiempo de respuesta, la tasa de resolución, las puntuaciones de satisfacción del cliente y los estándares de garantía de calidad.
    • Proporcionar retroalimentación continua y evaluaciones de desempeño a los miembros del equipo, identificando áreas de mejora e implementando programas de capacitación según sea necesario.
    • Actuar como punto de contacto para consultas o problemas complejos de los clientes, resolviéndolos de forma rápida y eficaz.
    • Colaborar con otros departamentos de equipos de operaciones de clientes para abordar las inquietudes de los clientes e impulsar la mejora continua.
    • Crear y mantener documentación de procesos, procedimientos y mejores prácticas de servicio al cliente.
    • Apoyar los esfuerzos de reclutamiento e incorporar nuevos representantes de servicio al cliente.

    Calificaciones:

    • Licenciatura en administración de empresas o carrera afín.
    • Historial comprobado de lograr y superar objetivos de desempeño e impulsar la satisfacción del cliente, con al menos 2 años de experiencia en un puesto de liderazgo o supervisión.
    • Excelentes habilidades de comunicación, tanto verbal como escrita, con capacidad para interactuar eficazmente con los clientes y miembros del equipo.
    • Fuertes habilidades de liderazgo, incluida la capacidad de motivar e inspirar a los miembros del equipo para que logren lo mejor.
    • Habilidades excepcionales para la resolución de problemas, con capacidad para evaluar situaciones rápidamente y tomar decisiones acertadas.
    • Competencia en software de atención al cliente, y Google Workspace.
    • Conocimiento de las mejores prácticas de servicio al cliente, metodologías de garantía de calidad y regulaciones relevantes.
    • Fluido en inglés y español

    Estamos buscando:

    • Una persona flexible que trabaja eficazmente en un entorno acelerado y que cambia rápidamente, adaptándose fácilmente a prioridades y plazos cambiantes.
    • Un líder empático y orientado al cliente con un alto coeficiente intelectual y excelentes habilidades de comunicación.
    • Un solucionador de problemas curioso al que le encantan los nuevos desafíos.
    • Una persona trabajadora, dedicada e impulsada por una misión que está lista para crecer con Majority.

    Ofrecemos varios beneficios que incluyen vacaciones pagadas, días festivos flexibles, atención médica completa + dental + visión, 401k con un 4% de contrapartida y muchos más beneficios. Somos MAYORÍA. Somos internacionales, ambiciosos, amables e inclusivos. Creemos en la igualdad de oportunidades y valoramos la diversidad. No discriminamos por motivos de raza, religión, color, origen nacional, género, orientación sexual, edad, estado civil, condición de veterano o condición de discapacidad.

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