The Customer Service Manager will oversee the daily operations of the customer service department, ensuring an excellent experience for retail clients. This is a full remote role, with occasional travel to Santarém for in-person meetings. The focus will be on improving service efficiency and maintaining high standards of customer satisfaction.

Description

• Manage the customer service team remotely, including day-to-day team oversight, campaign coordination, and system management (CRM and calling platforms).
• Ensure that the team consistently delivers a high level of service aligned with company standards and client expectations.
• Monitor and analyze agent performance, customer feedback, and operational data to identify areas for improvement and implement corrective actions when necessary.
• Maintain regular communication with internal stakeholders, such as Sales Teams and Sales Support Management, to ensure alignment and collaboration.
• Analyze team results and prepare regular performance reports, including KPIs such as sales, calls, conversions, and retention.
• Stay well informed about the company's products, services, and guidelines to support agents effectively and ensure consistent messaging.
• Conduct regular briefings and team meetings to review performance, align on objectives, and motivate the team.
• Promote continuous learning and professional development through training, coaching, and ongoing feedback to ensure team members have the necessary skills.
• Handle high-priority or escalated customer interactions, ensuring timely and effective resolutions.
• Demonstrate adaptability to change and contribute to a dynamic and fast-paced work environment by adjusting strategies as needed.

Profile

• Proven experience in customer service management, preferably in a Contact Center environment (B2B and non-financial sectors), with a minimum of 2 years in a leadership role.
• Strong leadership skills, with the ability to motivate, guide and develop a team.
• Excellent communication and problem-solving abilities.
• Results-oriented mindset, with strong analytical skills and attention to performance improvement.
• Solid experience in preparing and analyzing performance reports and KPIs.
• Proficiency in CRM tools, customer service platforms, and familiarity with BI reporting tools.
• Good command of English, both written and spoken.
• Ability to work effectively in a fast-paced and dynamic environment.
• Knowledge of customer service trends and best practices.
• Availability for occasional foreign travel and flexibility with working hours, if required.

Job Offer

• The opportunity to lead a customer service team in a dynamic and growing company.
• A full remote role, with occasional in-person meetings in Santarém.
• The chance to work closely with cross-functional teams, including Sales and Support.
• A challenging position with strong impact on customer experience and service quality.
• A collaborative and supportive environment that values continuous improvement and development.