Team Lead, Customer Care

Responsibilities:

• Supervise interaction volume and proactively participate in managing queues and volume within service level targets.
• Respond to and manage customer inquiries from multiple channels, including the telephone, e-mail or web.
• Reporting to the Customer Care Supervisor, the Team Lead will execute tasks and projects assigned by the Supervisor to ensure the effective execution of team responsibilities.
• Provide guidance to internal and external customers regarding Customer Care processes/procedures; proactively follow-up on customer requests to ensure customer satisfaction and exceed customer expectations.
• Serve as a point of contact for customer escalations and assist Customer Care agents in day-to-day operational functions.
• Maintain and/or coordinate staff work schedules to ensure seamless support for our customers.

Requirements:

• 3+ years Customer Service experience (or equivalent experience).
• Experience in or strong interest in the Software and Technology industry preferred.
• Experience in customer relationship management tools such as Salesforce.com is preferred.
• Experience in Enterprise Resource Planning tools such as Oracle is preferred.
• Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities.
• Excellent business communication skills (spoken and written).
• Strong problem solving/troubleshooting skills.
• Proficiency in Microsoft Office Suite.
• For those roles requiring specific language capabilities: role requires specific language capabilities: fluent in English and Portuguese and or/ Spanish (both written and spoken) is required.

Send resume to: diulliany.rosa (pierpoint.com)