Customer Service Analyst responsible for managing order processes and customer support at Quatá. Handling logistics, customer queries, and ensuring timely order delivery.
About the role
- Manager for customer support team at Promethean, empowering education through technology and innovation. Leading customer support operations to ensure optimal service delivery and team performance.
Responsibilities
- Manage the life of a TCSR (including but not limited to):
- - Recruitment
- - Technical Customer Support Representative motivation (Reward Process, Feedback Process etc.)
- - KPI
- - Performance reviews
- - Quality Assurance
- - Coaching, Mentoring and Training
- - Workloads
- - Resource Scheduling
- - Performance related issues
- Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfaction
- Manage Compliment / Complaint / Customer Satisfaction Feedback
- Manage Customer escalated issues / concerns
- Participate in cross-functional and global meetings with management and key stakeholders
- Provide necessary performance reporting for Technical Customer Support Representatives and management
- Participate in Contact Centre related projects
Requirements
- 3 - 5 + years' helpdesk experience
- Have good working knowledge of computer configurations and operating systems
- Excellent time management and organizational skills
- Excellent communication skills and customer care skills
- Ability to motivate technical staff and maintain a high level of enthusiasm among employees within the center
- Previous knowledge of project work
- Good people skills (motivating, teaching, coaching)
- Language Skills: Fluent in English (written & oral)
- Desirable to have any of the following languages: Spanish, Italian, French, German
Benefits
- MultiSport Card
- Private Medical Insurance with Dental/Vision Coverage
- Parental Leave Program with Child Care Subsidy
- Birthday day off
- Multicultural day off
- Two Volunteering Days
- Well-Being Programs (For example, company-wide health challenges)
- Reward and Recognition Program
- Fruity Tuesdays
- And more!
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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