Customer Sucess Manager

3 semanas atrás


Braga, Portugal Clan By Multipessoal Tempo inteiro

Descrição da Função Estamos a recrutar Customer Success Manager para liderar o Contact Center de uma empresa de referência no setor. Com uma rede ampla de pontos de entrega, este papel estratégico visa impulsionar a satisfação do cliente, otimizar processos e promover a inovação, sendo um(a) embaixador(a) da excelência e dos valores da marca.
Responsabilidades Gerir e motivar uma equipa de representantes internos e externos em múltiplos canais (voz, WhatsApp, redes sociais, e-mail, etc.);
Atraire, integrar e desenvolver continuamente uma equipa de alto desempenho;
Cultivar um ambiente de trabalho alinhado aos valores da marca e centrado no cliente;
Definir objetivos ambiciosos e mensuráveis, focados em NPS e FCR;
Monitorizar o desempenho da equipa com insights baseados em dados;
Resolver proativamente problemas, transformando desafios em oportunidades de crescimento;
Assegurar um atendimento eficiente e acolhedor no primeiro ponto de contacto;
Inovar continuamente, utilizando tecnologias como IA para otimizar processos;
Colaborar com outros departamentos e manter a gestão informada sobre o desempenho e feedback dos clientes.
Requisitos Formação superior em áreas relevantes;
Experiência comprovada na liderança de equipas em Contact Center ou Atendimento ao Cliente;
Domínio do inglês;
Domínio de sistemas de CRM;
Excelentes competências de comunicação, relacionamento interpessoal e liderança;
Perfil analítico e orientado para a resolução de problemas, com atenção aos detalhes e capacidade de priorizar em ambientes dinâmicos;
Disponibilidade para deslocações.
Localização Guimarães, Portugal
A solução 100% digital que te liga ao emprego.

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