Customer Service Manager

Tecnimede is an innovative and growing company committed to excellence in customer relationships. We are now taking a decisive step: creating a dedicated, modern Customer Service Department, leveraging cutting-edge technologies to deliver fast, personalized, and high-quality service. We are looking for a pioneering Customer Service Manager to lead this initiative from the ground up, building processes, teams, and strategies that elevate our brand.

Key Responsibilities:

Structure the Customer Service Department:

- Define processes, workflows, and KPIs for the new department.

- Select and implement technological tools (e.g., generative AI platforms, chatbots, SAP Service Cloud, Zendesk, Freshdesk) to detect frustration in emails/calls and prioritize responses.

- Create a centralized knowledge base, integrated with AI for real-time updates on inventory and order history.

Team Leadership and Training:

- Recruit and train a customer service team, fostering a culture of empathy, efficiency, and proactive problem-solving.

- Train the team on AI tools (e.g., automated triage, sentiment analysis, personalized responses).

Cross-Department Collaboration:

- Work with Sales, Logistics, and IT teams to ensure access to critical data (e.g., inventory, customer history) and agile responses.

- Implement continuous feedback systems to align service with customer and company needs.

Innovation with AI:

- Explore advanced use cases, such as:

- Chatbotsfor 24/7 support.

- Sentiment analysis to prioritize critical interactions.

- Automated responses with a human touch (e.g., AI-generated personalized emails).

Ideal Profile:

- Experience in creating or reorganizing Customer Service departments, preferably in digital environments.

- Knowledge of automation tools (e.g., SAP, generative chatbots, CRM) and service metrics (CSAT, NPS).

- Inspirational leadership with the ability to motivate teams during implementation phases.

- Strategic and analytical mindset, focused on results and continuous improvement.

- Excellent communication skills and resilience to tackle "from scratch" project challenges.

What We Offer:

- A unique opportunity to build a department from the ground up, with the freedom to innovate and shape processes.

- A dynamic environment with leadership support for investments in tools and training.

- A career plan aligned with the department’s growth.

Apply Now!

If you are a visionary leader passionate about customer service and transformative technologies, send your CV and a cover letter (with examples of relevant projects)!

Tecnimede: Building the Future of Customer Service, Today!!

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