What will you do? 

• Support the development and execution of the customer service strategy specific to the LATAM region. Lead the customer service reporting initiatives and develop metrics, scorecards, and KPIs to evaluate and enhance customer service performance. Establish a standardized quarterly business review process for customer service performance, including the agenda and templates. 

• Develop and implement customer service strategies aligned with overall company objectives. 

• Lead the preparation of customer service reports, ensuring timely and accurate information dissemination. 

• Create and implement customer service performance metrics and KPIs. 

• Standardize the process for quarterly business reviews with customers, including the creation of useful templates and agendas. 

• Drive continuous improvement initiatives in customer service operations. 

How will you do it? 

• Collaborate with cross-functional teams to gather insights and data for improving customer service. 

• Utilize data analysis tools to assess customer service performance and identify areas for improvement. 

• Engage regularly with customers to understand their needs and expectations. 

• Implement best practices in customer service management to enhance customer satisfaction. 

What are we looking for? 

• University degree or equivalent combination of education and experience. 

• Minimum of 6 years of experience in customer service management or related field. 

• Strong understanding of customer service metrics and performance evaluation. 

• Excellent communication and leadership skills to engage and motivate teams. 

• Proficient in data analysis and customer relationship management software.