Customer Service Supervisor

Description

**We are a recognized company in the technology sector, dedicated to the sale and marketing of technological products. We value innovation and commitment to excellence in customer service, providing a collaborative work environment and opportunities for professional growth.** **We offer:** Base salary: $15,000 gross Monthly bonus: $3,000 Statutory benefits Savings fund Life insurance Discounts on our products Work schedule: Monday to Friday, 8 AM to 6 PM; Saturdays, half-day **Responsibilities:** ▪ Supervise and coordinate the Customer Service Executive team, ensuring adequate coverage across all channels (phone, WhatsApp, email, and marketplace forms). ▪ Monitor service metrics (SLA, response time, CSAT, FCR, AHT) and propose and implement improvement actions. ▪ Handle escalated cases and complex disputes, particularly in marketplaces (Amazon, MercadoLibre, Walmart, Liverpool) and channels (Yuhu, Doto, Cyberpuerta, PCH). ▪ Coordinate with internal departments (warehouse, logistics, sales, KAM, technical support, finance) to ensure timely resolution of incidents. ▪ Train, provide feedback to, and develop the team on processes, products, and tools (ERP, CRM/Helpdesk). ▪ Generate weekly and monthly reports on productivity, quality, and case volume for management. ▪ Define, maintain, and update scripts, templates, and departmental procedures. ▪ Manage shifts, schedules, and coverage from Monday to Saturday, including holidays when applicable. ▪ Safeguard brand reputation on marketplaces (seller ratings, reviews, account metrics) **Requirements:** ▪ Education level: Completed or incomplete bachelor’s degree. ▪ Field of study: Preferred in Administration, Marketing, Communications, Industrial Engineering, or related disciplines. ▪ Minimum 3 years of experience in Customer Service, including at least 1 year supervising teams. ▪ Experience in e-commerce, technology retail, or omnichannel environments is preferred. ▪ Experience handling disputes and claims in marketplaces (Amazon, MercadoLibre, Walmart, Liverpool) is preferred. **Location: Santa Catarina** Salary: $15,000.00 per month Workplace: On-site employment