Descripción de la oferta
Overview
In this role you will lead the Customer Service Front Office to deliver outstanding experiences while guiding a high-performing team. You will partner with Sales, Logistics, Audiological Support and Back Office to ensure smooth, reliable service and daily operational excellence. You’ll address complex inquiries, monitor KPIs, and drive improvements to customer journeys. This opportunity combines people leadership with a meaningful impact in a mission-driven, collaborative environment.
Compensaciones / Beneficioshybrid working modeltraining opportunitiesgrowth opportunities with development plans
ResponsabilidadesLead, coach and develop the Front Office team to deliver exceptional customer experiencesMonitor and improve customer service KPIs to boost quality and satisfactionServe as first escalation point for complex inquiries, complaints and service requestsManage daily operations and priorities to ensure reliable service during peak periodsCollaborate with Sales, Logistics, Audiological Support and Back Office for seamless solutionsIdentify opportunities to streamline processes and enhance customer journeysEnsure compliance with policies, quality standards and reportingContribute to cross-functional projects and continuous improvement initiatives
Requisitos principalesBachelor's degree or equivalent in Business Administration, Customer Experience or related field3–5 years' experience in Customer Service with team coordination or leadershipProven track record in leading high-performing teamsStrong knowledge of customer service operations, KPI management, complaint handling and process improvementExcellent communication, stakeholder management and problem-solving skillsFluency in Spanish (native level) and professional English proficiencyProficiency in Microsoft Office, SAP/ERP systems, CRM platforms and reporting toolsWillingness to travel up to 10% within the countrycommunicationstakeholder managementproblem-solvingMicrosoft OfficeSAP/ERP systemsCRM platforms
