Customer Service Trilingual Supervisor

hace 5 meses

Heredia, Costa Rica Equifax A tiempo completo

Our Customer Service Trilingual Supervisor will provide support to customer calls from the USA. Utilize various methods to validate customer information. Assist in answering inbound calls, including customers, consumers, or trade references. Lead a Team ranging from 10- 20 agents with the responsibility to deliver business KPIs (e.g. SLA, Customer Experience, Quality, Efficiencies, etc.). This role is responsible for all day-to-day efforts to ensure compliance with the workload and deliver exceptional results, play a collaborative role in growing and implementing standards and processes, employ prudence and tact in interacting with others, and remain focused on customer and staff retention.

**What you’ll do**
- Guide to handling difficult client situations/client escalations, effectively identifying simple to complex problems and taking appropriate steps to solve them.
- Work closely with the Management team to monitor the team's achievements.
- Coach and Mentor the team, and propose ideas to promote improved service and customer satisfaction.
- Handle updates, follow-ups, requests, and complaints.
- Collaborate and partner with other team members and internal departments like WFM, RPA, OpEx, IT, QA, and Training.
- Participate in special projects or assignments when requested, as well as proactively work on team and individual efforts to achieve departmental and company goals.
- Ensure compliance with the company's procedures and policies is met.
- Execute reporting of metrics: including, but not limited to: volume handled, quality, attendance, and service level agreements.

**What experience you need**
- Fluent in English/French skills both oral and written B2 or above
- 1+ years of working experience as a Backup/Floor Support/SME, coaching and leading teams with five or more members
- 1+ years of experience in G-suite programs (Sheets, Docs, Slides, etc)

**What could set you apart**
- Actively studying any of the following as a major or as an associate’s degree: Business Management, Project Management, Law, Industrial Engineering
- Certified in any process improvement methodology

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