Customer Service Manager

Description

**We are a nationwide tourism corporation seeking:** **CUSTOMER SERVICE MANAGER** **Required Profile:** * Bachelor’s degree in Administration, Business Management Engineering, Marketing, or Tourism. Diploma or postgraduate studies in Customer Service (preferred). (Degree required) * Minimum 3 years of experience as a Customer Service Manager or related role. * Knowledge of customer service regulations and policies. * Knowledge and proficiency in AI applied to this area. * Understanding and mastery of CRM and customer relationship management tools. * Ability to effectively resolve problems under pressure. * Experience working in a fast-paced, highly dynamic environment. * Strong verbal and written communication skills. * Advanced English (conversational). * Willingness to travel. * Flexible availability for work hours. **Expertise in the following activities:** * Incident Management * Receiving, analyzing, and resolving customer complaints and claims. * Coordinating with other departments to solve complex issues. * Evaluating and authorizing refund and compensation requests within established limits. * Managing financial processes associated with refunds. * Developing and supervising individual and team performance, as well as motivating staff. * Setting objectives and goals for the customer service team. * Training and developing the team in customer service skills, conflict resolution, and sales. * Fostering a positive and collaborative work environment. * Customer Relations * Implementing satisfaction surveys and analyzing feedback. * Maintaining consistent and effective communication with customers across multiple channels to anticipate and resolve issues. * Process Optimization * Identifying and improving internal processes to enhance customer service efficiency through new tools and technologies. * Implementing and monitoring customer service policies. * Analyzing data and metrics to identify areas for improvement in customer service. * Developing and implementing action plans to improve KPIs. * Reporting and Analysis * Generating periodic reports on customer service metrics. * Analyzing trends and proposing data-driven improvements. * Risk trends. **We offer:** * Monthly salary: $30,000 to $35,000 net. * Statutory benefits. * Savings fund. * Free uniforms. * Ongoing training. * Subsidized cafeteria. * Travel discounts. **Work schedule:** * Monday to Friday, 10:00 a.m. to 7:00 p.m.; Saturdays, 10:00 a.m. to 3:00 p.m. **Work location:** * Providencia Financial District. Employment type: Full-time, indefinite-term contract Salary: $30,000.00 – $35,000.00 per month Benefits: * Employee discounts * Option for an indefinite-term contract * Discounted cafeteria service * Free uniforms Education: * Completed bachelor’s degree (preferred) Experience: * Customer service: 3 years (mandatory) * Artificial intelligence: 1 year (preferred) Language: * English (mandatory) Workplace: On-site employment