Atención a clientes con experiencia, tiempo completo
Core
Supervise and improve customer service for franchisees, ensuring follow-up and resolution of their requests via telephone advisory and support.
Role type
Senior Customer Experience Manager (Franchise Support)
Builds
Customer service processes and support for franchisees
Domain
Water purification industry + Franchise operations
Deliverable
dashboards & analysis
Required skills
Team supervision, Process design and control, KPI management, Conflict resolution, CRM management, Data analysis, Procedure standardization, Performance evaluation
Preferred skills
Customer service specialization, Commercial management, Post-sales service, Contact Center experience, Commercial team management
Technologies
CRM platforms, Excel (intermediate-advanced), Database management
Responsibilities
Supervise and improve attention to franchisees, ensuring follow-up and resolution of their requests; Coordinate technical support team and control incidents, warranties, repairs, and solution times; Implement performance indicators, control dashboards, and executive reports; Standardize procedures and establish service levels; Identify recurring problems and develop corrective and preventive actions; Coordinate with commercial, logistics, administrative, and technical areas to solve problems; Develop staff, evaluate performance, and improve productivity.