¡Join Our Team as a Team Leader of Customer Service at Tech 365!
Tech 365 is an innovative fintech company based in Medellín, recognized as a leader in the digital lending market.
We pride ourselves on our dynamic approach and commitment to excellence, and we are looking for a results-driven Head of Customer Service to lead our team.
Position Overview As a Customer Service team leader, you will be responsible for leading a dynamic, customer-focused team, ensuring that high quality service is delivered, performance objectives are met, and a positive experience is promoted for our users.
Key Responsibilities: Supervise, motivate and develop a team of customer service agents.
Ensure compliance with team KPIs, including response times, customer satisfaction and case resolution.
Implement strategies to improve service efficiency and quality.
Handle escalations and resolve complex customer issues effectively.
Collaborate with other teams (product, technology, operations) to identify and resolve recurring issues.
Analyze performance metrics and reports to generate continuous improvement plans.
Train and develop the team in customer service techniques, processes and fintech products.
Qualifications: Experience: Minimum 2 years of experience leading customer service teams, preferably in the fintech or technology sector.
Education: Business administration or related areas.
Language Skills: Advanced English proficiency is essential.
Location: Must be available to work in Medellín.
Key Skills: Exceptional leadership and team management capabilities.
Ability to work under pressure and handle multiple priorities.
Strong customer orientation and commitment to excellence.
Analytical mindset and focus on problem solving.
Excellent communication and conflict resolution skills.
Knowledge in IVR configuration.
Why Join Us?
At Tech 365, you will have the opportunity to make a significant impact in a fast-paced and innovative environment.
We offer competitive compensation, professional development opportunities, and a collaborative workplace culture.
Ready to make a difference?
Apply now and take the next step in your career with Tech 365!
Tipo de puesto: Tiempo completo #J-18808-Ljbffr