01 feb
Pay Retailers
Xico
.PayRetailers is a payment gateway designed to handle mass online payments to the Latin American market.The company combines local markets expertise with payment technology enabling global merchants to successfully expand their business into high growth, emerging markets while eliminating the many operational complexities of managing cross-border payments.
Our strategy has created a differentiated model in the payments landscape.Our team is growing and we are looking for a Customer Service Manager to be based in México.
As a Customer Service Manager, you would lead our customer service department of B2C business unit.
Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.
**Job Duties And Responsibilities**:- Supervising day-to-day operations in the customer service department, for the B2C Business unit.- Creation of a New Customer Service department focused on B2C business unit/eWallet.- Responding to customer service issues in a timely manner.- Creating effective customer service procedures, policies, and standards.- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.- Implementing an effective customer loyalty program.- Maintaining accurate records and documenting all customer service activities and discussions.- Assessing service statistics and preparing detailed reports on your findings.- Hiring and training new customer service agents.- Managing the approved budget of the customer service department.- Staying informed on the latest industry techniques and methods.- Oversight of the company's day to day operations.- Oversight of the fraud and risk management functions including score card development, transactions, monitoring and corrective actions implantation.- Together with the COO, planning, implementing, monitoring and evaluating all operational procedures to improve efficiency and optimize resources.- Oversight of the software requirements to support the operational needs.- Direct involvement in the recruitment, induction and on-going skills development for all direct reports, ensuring we attract and retain the best talent.- Work together with the rest of Head of the Operations' departments.- Undertake formal quarterly performance reviews and 1:1 meeting with direct reports against KPI's.- Collaboration on new business implementation.- Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.- Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded.- Implement monitoring tools and monthly reports across representative sample of all transaction types and appropriate action taken to correct any shortfall.- Preparing, analyzing, and presenting data to the COO as part of monthly performance reviews
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.