Customer Services Manager

Description

Position Summary: Lead the district-level strategy for customer satisfaction and retention, optimizing processes and ensuring operational KPIs align with business objectives. Key Highlights: 1. Strategic leadership in customer satisfaction and retention. 2. Process optimization and delinquency control without compromising loyalty. 3. Talent development and cross-departmental coordination. Purpose of the Position Lead the district-level strategy to ensure customer satisfaction and retention (Churn Rate) through excellence in service delivery and efficient portfolio recovery. Responsible for ensuring operational KPIs align with the company’s financial and growth objectives within their area of influence. Main Responsibilities Process Optimization: Review and adjust service workflows across branches and regional contact centers. Delinquency Control: Implement tactics that reduce delinquency rates without sacrificing customer loyalty. Talent Development: Train and mentor plaza managers or supervisors reporting to this role. Cross-Departmental Liaison: Coordinate with Sales and Technical Operations teams to ensure sales promises are fulfilled during installation and support. · Ideal Education and Experience Education: Bachelor’s degree in Business Administration, Industrial Engineering, Communications, or related fields · Core Competencies (Hard Skills) Critical KPI Management: Proficiency in metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), FCR (First Contact Resolution), and service level agreements (SLAs). Collections Strategy: Experience managing accounts receivable, segmenting overdue portfolios, and designing preventive and corrective collection campaigns. Data Analysis: Ability to interpret market trends and consumer behavior to anticipate service crises. Telco Industry Knowledge: Understanding of network infrastructure, digital services, and current regulatory frameworks. Soft Skills Remote Team Leadership: Ability to manage multidisciplinary teams distributed across different cities or branches while maintaining cohesion and motivation. High-Level Negotiation: Capacity to mediate critical conflicts with corporate clients or crisis situations impacting regional reputation. Resilience and Adaptability: The telecommunications sector is volatile; calmness under pressure is required during service outages or abrupt technological changes. Strategic Vision: Not only execute but also propose improvements to Customer Journey processes to reduce service friction.-Requirements- Minimum education: Higher education – Bachelor’s degree 3 years of experience Willingness to relocate: Yes Keywords: leader, supervisor, manager, director, chief, lead, leadership, regent