Costumer Operations Team Lead

hace 1 semana


Alajuela, Alajuela, Costa Rica 3M A tiempo completo

Job Summary

We are seeking a highly skilled and experienced Customer Service Team Manager to lead our Order Document Intake Team. The successful candidate will be responsible for overseeing the day-to-day operations of the team, ensuring high-quality customer service, and driving process improvements.

About the Role

This is a challenging and rewarding role that requires a strong leader with excellent communication and interpersonal skills. As a Customer Service Team Manager, you will be responsible for:

  • Supervising a team of Customer Service Representatives and providing coaching and development opportunities to enhance their performance.
  • Managing day-to-day operational activities, including order entry, validation, and other order-related tasks.
  • Providing leadership and direction on operational issues, both during and outside of normal business hours.
  • Maintaining accurate and timely customer responses, while meeting or exceeding service level agreements.
  • Identifying and resolving system access barriers and IT problems through collaboration with the IT Help Desk.
  • Handling customer complaints and resolving escalated issues in a professional and courteous manner.

Key Qualifications

To be successful in this role, you will need:

  • A university or college degree and 4+ years of relevant work experience in a customer service or order management environment.
  • Proven experience in managing a team, selecting, training, coaching, and developing new team members.
  • Excellent English language skills and proficiency in SFDC (Salesforce).
  • Strong time management, organization, and interpersonal skills, as well as the ability to work effectively in a team environment.

What We Offer

In return for your hard work and dedication, we offer a competitive compensation package, comprehensive benefits, and opportunities for growth and development within our organization.


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