LAO Service Center Customer Service Coordinator

MX-NLE-Monterrey
Requisition ID
2017-30537
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service
Travel
Not Applicable

Overview

Reporting to the CS Manager, the LAO Service Center Customer Service Coordinator is responsible for managing a business unit that perform Customer service for the Spanish speaking countries from Latin America (currently Mexico, Colombia and Chile). This position will be in charge of supporting and supervising the external Vendor with more than 150 people handling the operation.

 

This position is responsible for working with the team to solve issues raised by the customers and ensure they are addressed adequately. Daily operations activities include administration of insurance claims, payment inquiries, addressing claims, among other activities, trough vendor’s resources ensuring a Customer Experience and Customer centric culture on all interactions towards the customer.

Responsibilities

  • Identify Customer’s needs, improvement needs on process, department trends, call drivers and training needs.
  • Help evolve Customer Service into a Customer centric, customer Excellence top noch operations for 3 countries.
  • In combination with Vendor identify Quality trends, needs and implement methodologies that help in having a continuous improvement culture.
  • Resolve complaints and answer customers questions regarding services and procedures
  • Assure outsourced employees are kept motivated
  • Manage Customer service strategies and activities for 3 countries, maintaining CX indicators within the expected levels
  • Identify opportunities to standardize and merge processes among 3 countries and to move processes from Countries to the Center with adequate quality/cost/benefit analysis
  • Proactively implements changes in business processes
  • Ensure ongoing adherence to all relevant compliance regulations & internal controls and guidelines that may govern the business
  • Promote strong associate relationships, business growth and productivity
  • Generate and analyze daily operations reports to propose new strategies when required and/or identify red alarm trends which may put the operation in risk.

Qualifications

  • Bachelor’s degree or equivalent in Business, Finance, Accounting or Engineering is required.
  • Master’s degree and/or Greenbelt certification is desired.
  • English & Spanish Fluency is a must (will be evaluated)
  • At least 3+ years’ experience working in a Customer Service department
  • Desirable not needed: Experience in Contact Center services (CS)

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