639 Empregos para Área de contact center - São Paulo

Sobre a Afetto Design

A Afetto Design, fundada em 2024, é uma marca de móveis e decoração infantil que acredita no design como ponte entre ideias inovadoras e experiências memoráveis. Posicionada entre o clássico e o contemporâneo, a empresa oferece peças cuidadosamente planejadas para acompanhar o desenvolvimento das crianças.

Aliada à sustentabilidade, a Afetto utiliza madeira maciça de origem responsável e aposta em móveis evolutivos que crescem

Customer Service Engineer

Job Responsibilities:

1. Responsible for installation of UIH diagnostic imaging equipment within a designated product range at the customer site;
2. Work closely with Customer Care Center (regional and headquarter level) to carry out troubleshooting, maintenance, and updates of designated product modalities under supervision;
3. Attend service training courses and work toward completion of UIH Professional Certificate to build competence in providing technical assistance and support to our customers;
4. Escalate at appropriate situations when customer satisfaction is compromised and ensure contractual obligations are met.
5. Other tasks assigned by supervisors.

Qualification Requirements:

1. Technical associate’s degree or above;
2. Familiar with the principle and structure of diagnostic imaging equipment (DR/CT/ MR/PET, etc.). Good IT, Microsoft Office and Networking Infrastructure skills;
3. Have the ability to find and troubleshoot faults in the field;
4. Strong communication and coordination skills, good customer-oriented service manner, excellent team cooperation spirit;
5. A flexible approach to work, travel and unsociable hours;
6. Valid driving license and good driving record.

Key Competences:

1. System installation
2. System configuration and debugging
3. Troubleshooting
4. Replacement of spare parts
5. On-site training

Overview

Impact the Moment
When was the last time you experienced the impact of your work? Our Sales team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to touch lives across the world and experience first-hand the difference your hard work makes.

As a Customer Success Manager , you will act as the trusted advisor to faculty at higher educational institutions and a partner to the Learning Solutions Representatives. You will share new business leads with the LSRs and also manage the customer relationship and account management after the post-won journey. You will be accountable for growing our core revenue, deepening platform usage, and retaining our high revenue generating customers. A critical element of this role is forming and maintaining relationships with faculty members, chairs, deans, and department support staff to drive digital usage and revenue growth.

This hybrid position works remotely from your home office and will be responsible for accounts in Manitoba and Saskatchewan. It also requires regular travel on campus throughout the year to meet with faculty, staff and administration. To be considered, candidates should live in either Manitoba or Saskatchewan. Candidates must have a valid driver's license and be authorized to work in Canada to be considered for this role.

• Meet and exceed retention targets including closing renewal opportunities.
• Pitch and design the implementation process to customers and deliver the strategy by gaining clear commitments with customers.
• Offer data that encourages usage of additional features within courseware products to enhance teaching outcomes.
• Facilitate the sales process with customers to upgrade to new versions of our products and platforms by asking for new leads during the process.
• Assign implementation tasks to the Customer Success and Implementation team.
• Build strong and trusted relationships with all MH stakeholders.

• Post-secondary degree/diploma ideally in business or management.
• 1-3 years' digital software sales experience with proven track record of achieving/exceeding targets.
• Superior interpersonal and communication skills with a customer-centric focus.
• Demonstrates passion and interest in technology-enabled educational solutions.
• Self-starter with excellent time management and organizational skills.
• Creative problem-solving ability and the ability to excel through change.
• Data-driven mindset, ability to deliver platform demonstrations and manage relationships effectively.
• Strong technical skills and experience with Microsoft Office and SalesForce.
• A driver's license and the ability to travel up to 40% of the year.

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do. As an education innovation company, we're proud to play our part by inspiring learners around the world. If you bring your curiosity, we'll help you grow in a collaborative environment where everyone shares a passion for success.

The compensation for this position includes salary in the range of 63,000-70,000 CAD, a car allowance and annual sales incentive plan, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location.

McGraw Hill recruiters always use a "@mheducation.com" email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

About the role

The Customer Care Supervisor leads and supports a team of customer service representatives to ensure high-quality service delivery. They manage daily operations, resolve complex customer issues, monitor performance metrics, and implement strategies to improve customer satisfaction. The role combines leadership, problem-solving, and communication skills to maintain a positive customer experience and a motivated team environment. The role will interact with the commercial/sales team and key customers to increase customer centricity and stickiness in customer partnerships. Taking accountability for driving customer service performance improvements in responsiveness and reliability.

• Lead daily order management operations and ensure a strong focus on delivering customer value.
• Lead in the origination, shaping and execution of the Next Level transformation strategy in customer service with a view to improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize the Order to Cash processes and leverage scale.
• Responsible for keeping customer service team aligned with area strategy, monitoring team’s performance and KPI’s.
• Support Customer Service manager to deploy innovative solutions with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal and upgrade ordering process, automation of order promising and processing, customer cockpit.
• Partner to country cluster GMs/MDs with support to win long term outsourcing deals and increase the stickiness by providing value added, segmented and seamless services and experience.
• Drive the local customer strategy and execution with respect to customer service reliability and responsiveness collaborating with senior stakeholders in Sales and Supply Planning.
• Be a key professional to support BR GM Choco customer service team in high season periods, drive best practice adoption, resolve issues and partner the sales and supply leads to ensure exceptions service delivery.
• Manage, control and improve performance on service level agreements with customers.
• Support Customer Service leadership team with the right information and reports to resolve customer issues and drive corrective action and preventive actions.
• Lead order management cycle activities, defining processes, targets, monitoring cases and drive improvements in partnership with Customer Service leadership team.
• Responsible to coordinate improvements on customer communication and lead the periodic feedback on customer satisfaction.
• Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.
• Develop modern business methods/processes, identify best practices in the market.
• Responsible to build, deliver and monitor KPIs, analyze performance and identify areas for improvement, track progress
• Build a strong team and customer-centric culture.

• All business units in Chocolate (4 country chocolate clusters / GM LATAM) with 19 countries in LATAM (Excluding Mexico).
• @55,000 mt sales volume (Cocoa / Chocolate) and ~50,000 orders per year.
• 5,000+ customers across 19 countries.
• Owns BR GM service level review and problem breakdown analysis for service hits.
• Initiates recalls in close alignment with the crisis management team.
• Reconciles service related countermeasures, incl. follow-up, control and if required escalate on (function) shaping actions.

• Responsible to control and lead the Customer Service Continuous Improvement process from tools to application.
• Responsible to continuously monitor the order cycle: From order entry to delivery follow up (From order change/fix/split to deliveries).
• Strong drive to increase service level (OTIF) whilst reducing/controlling the cost to serve
• Returns & Complaints management: KPIs and PDCAs on root causes.
• Responsible to lead the work in partnership with Demand Planning team to build and deliver a forecast to be collaborated with Regional GMs/ MDs.
• Develop procedures, policies and standards of care.
• Maintain accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor, and develop customer service team and create an environment where they can excel through encouragement and empowerment.
• Lead cross-functional (local & regional) projects under SAP and Sales Force group guidelines.

• Mandatory - Graduation in Engineer / Business Administration / Economic or System sciences.
• Nice to have - Postgraduate, MBA or MD in MBA in Project Management / Strategic Management / Business Management.
• Proficient in English & Spanish.
• Proven experience in senior customer service role.
• Ability to lead and manage changes in a complex environment.
• Minimum 5+ years of relevant experience of which 3+ years in managing multi-cultural, dispersed teams.
• Experience in setting-up and leading shared service business process will be an advantage.
• Deep knowledge of the SAP Order-to-Cash process.
• Experience in leading customer service function set-up/scale-up/transformation.
• Complaint management system (Salesforce case management).
• Deep knowledge of Trade incoterms and customs procedures.
• Knowledge if revenue recognition rules.
• Experience of the credit control and cash collection process.
• Knowledge of shipping and transportation activities.
• Problem solving through root cause analysis, Data driven continuous improvement, Strong communication skills.
• Travel requirements: Up to 10 % of the time.

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong.
#oneBC - Diverse People, Sustainable Growth.

If you want to learn more about Barry Callebaut, please find further information here.

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Employer Industry: E-commerce Retail (Wine Industry)

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Work remotely from various locations including FL, NY, NJ, NC, OH, TX, and MA
• Positive and professional work environment that encourages team development
• Competitive work schedule: Tuesday - Saturday, 8:30 AM - 5:00 PM Central Time
• Chance to lead initiatives that improve customer experience and operational processes

• Oversee the day-to-day operations of the Customer Service department, ensuring efficient functioning
• Lead and coach team members on development opportunities and support issues
• Handle customer escalations requiring specialized attention and resolution
• Track and improve key performance metrics, such as CSAT, response time, and QA scores
• Collaborate cross-functionally with other departments to enhance service delivery

• Proven track record of strong performance within the employer, with excellent CSAT and productivity metrics
• Ability to learn new areas of support and perform at a high level
• Proactive and solution-oriented mindset
• Strong verbal and written communication skills
• Strong interpersonal skills to effectively support and guide team members

• Experience with advanced support tasks and training within customer service environments
• Familiarity with knowledge management systems and customer service platforms like Zendesk

#Ecommerce #CustomerService #LeadershipOpportunity #RemoteWork #CareerGrowth

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

Employer Industry: E-commerce Retail (Wine Industry)

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Work remotely from various locations including FL, NY, NJ, NC, OH, TX, and MA
• Positive and professional work environment that encourages team development
• Competitive work schedule: Tuesday - Saturday, 8:30 AM - 5:00 PM Central Time
• Chance to lead initiatives that improve customer experience and operational processes

• Oversee the day-to-day operations of the Customer Service department, ensuring efficient functioning
• Lead and coach team members on development opportunities and support issues
• Handle customer escalations requiring specialized attention and resolution
• Track and improve key performance metrics, such as CSAT, response time, and QA scores
• Collaborate cross-functionally with other departments to enhance service delivery

• Proven track record of strong performance within the employer, with excellent CSAT and productivity metrics
• Ability to learn new areas of support and perform at a high level
• Proactive and solution-oriented mindset
• Strong verbal and written communication skills
• Strong interpersonal skills to effectively support and guide team members

• Experience with advanced support tasks and training within customer service environments
• Familiarity with knowledge management systems and customer service platforms like Zendesk

#Ecommerce #CustomerService #LeadershipOpportunity #RemoteWork #CareerGrowth

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

Employer Industry: E-commerce Retail (Wine Industry)

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Work remotely from various locations including FL, NY, NJ, NC, OH, TX, and MA
• Positive and professional work environment that encourages team development
• Competitive work schedule: Tuesday - Saturday, 8:30 AM - 5:00 PM Central Time
• Chance to lead initiatives that improve customer experience and operational processes

• Oversee the day-to-day operations of the Customer Service department, ensuring efficient functioning
• Lead and coach team members on development opportunities and support issues
• Handle customer escalations requiring specialized attention and resolution
• Track and improve key performance metrics, such as CSAT, response time, and QA scores
• Collaborate cross-functionally with other departments to enhance service delivery

• Proven track record of strong performance within the employer, with excellent CSAT and productivity metrics
• Ability to learn new areas of support and perform at a high level
• Proactive and solution-oriented mindset
• Strong verbal and written communication skills
• Strong interpersonal skills to effectively support and guide team members

• Experience with advanced support tasks and training within customer service environments
• Familiarity with knowledge management systems and customer service platforms like Zendesk

#Ecommerce #CustomerService #LeadershipOpportunity #RemoteWork #CareerGrowth

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

Employer Industry: E-commerce Retail (Wine Industry)

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Work remotely from various locations including FL, NY, NJ, NC, OH, TX, and MA
• Positive and professional work environment that encourages team development
• Competitive work schedule: Tuesday - Saturday, 8:30 AM - 5:00 PM Central Time
• Chance to lead initiatives that improve customer experience and operational processes

• Oversee the day-to-day operations of the Customer Service department, ensuring efficient functioning
• Lead and coach team members on development opportunities and support issues
• Handle customer escalations requiring specialized attention and resolution
• Track and improve key performance metrics, such as CSAT, response time, and QA scores
• Collaborate cross-functionally with other departments to enhance service delivery

• Proven track record of strong performance within the employer, with excellent CSAT and productivity metrics
• Ability to learn new areas of support and perform at a high level
• Proactive and solution-oriented mindset
• Strong verbal and written communication skills
• Strong interpersonal skills to effectively support and guide team members

• Experience with advanced support tasks and training within customer service environments
• Familiarity with knowledge management systems and customer service platforms like Zendesk

#Ecommerce #CustomerService #LeadershipOpportunity #RemoteWork #CareerGrowth

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

Employer Industry: E-commerce Retail (Wine Industry)

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Work remotely from various locations including FL, NY, NJ, NC, OH, TX, and MA
• Positive and professional work environment that encourages team development
• Competitive work schedule: Tuesday - Saturday, 8:30 AM - 5:00 PM Central Time
• Chance to lead initiatives that improve customer experience and operational processes

• Oversee the day-to-day operations of the Customer Service department, ensuring efficient functioning
• Lead and coach team members on development opportunities and support issues
• Handle customer escalations requiring specialized attention and resolution
• Track and improve key performance metrics, such as CSAT, response time, and QA scores
• Collaborate cross-functionally with other departments to enhance service delivery

• Proven track record of strong performance within the employer, with excellent CSAT and productivity metrics
• Ability to learn new areas of support and perform at a high level
• Proactive and solution-oriented mindset
• Strong verbal and written communication skills
• Strong interpersonal skills to effectively support and guide team members

• Experience with advanced support tasks and training within customer service environments
• Familiarity with knowledge management systems and customer service platforms like Zendesk

#Ecommerce #CustomerService #LeadershipOpportunity #RemoteWork #CareerGrowth

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.