Customer Service Team Lead

hace 2 semanas


San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

**About Straumann Group**

We are a leading company in the field of esthetic dentistry, manufacturing and supplying dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials.

We empower our employees to perform, make an impact, drive change, and stay ahead of the competition.

**Job Summary**

This role is responsible for managing and developing a local Customer Service Team to deliver superior customer service to Straumann's internal and external customers.

**Key Responsibilities**

  • Manage and supervise Customer Service Staff
  • Plan and assign tasks, monitor workflow in the day-to-day operation
  • Responsible for training and development of staff members on process and procedures within the department
  • Conduct performance evaluations for assigned representatives
  • Foster a positive and professional work environment
  • Lead and participate in cross-functional teams
  • Identify areas for workflow process improvements to ensure maximum productivity of the department
  • Responsible for proper training and development of all representatives within the department
  • Initial point of contact for new processes and procedures that will impact department workload
  • Responsible for reporting and analyzing CS SAP, CRM and Service Cloud activities on a monthly basis and reporting to operational management on findings

**Requirements**

  • Bachelor's degree in business administration or another related field
  • 3+ years of experience in supervising roles
  • 5+ years of progressive experience in Shared Services with exposure in multiple areas of operations/functions such as Call Center
  • Fluent in English

**What We Offer**

We offer a dynamic work environment, opportunities for professional growth and development, and a competitive salary and benefits package.



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