Customer Service Supervisor

MX-NLE-Monterrey
Requisition ID
2017-30654
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service
Travel
Not Applicable

Overview

VERDE_MTY

The Customer Service Supervisor is the leader of the Customer Service Staff. 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 CONDUSEF claims, credit bureau reporting, among other activities.

Responsibilities

  • Coordinate activities related to Customer Service 
  • Manage and evaluate employees’ performance 
  • Issue instructions to employees with assignments 
  • Develop employees 
  • Communicates with other departments and management to resolve problems and expedite work 
  • Ensure policies and procedures are followed by the staff 
  • Help employees in resolving problems and completing work 
  • Resolve complaints and answer customers questions regarding services and procedures 
  • Follow up team activities

Qualifications

  • 4+ years’ experience working in a Customer Service department. 
  • Master’s degree and / or Greenbelt certification is a plus. 
  • Desired financial/banking background
  • Bachelor’s degree or equivalent in Business, Finance, Accounting, or Engineering is required 
  • Proven team leadership 
  • Basic understanding between operational metrics and financial results 
  • Strong influencing and negotiation skills 
  • Strong relationship management and interpersonal skills 
  • Project Management 
  • Strong oral and written communication skills 
  • Strong computer skills, including Microsoft Office tools. 
  • Fluent in both Spanish & English

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