Customer Service Trilingual Supervisor

hace 5 días


San Francisco, Heredia, Costa Rica Equifax A tiempo completo

As a Trilingual Customer Service Trilingual Supervisor at Equifax, you will provide exceptional support to customer calls from the USA. Utilize various methods to validate customer information and resolve complex problems. 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.

**Key Responsibilities:**

  • 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.

**Requirements:**

  • 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 sets 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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