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  • Atención Al Cliente Group Leader - México - Underwriters Laboratories Inc.

    Underwriters Laboratories Inc.
    Underwriters Laboratories Inc. México

    hace 2 semanas

    Default job background
    Descripción

    Job Description:

    We are driven by a shared purpose: to create a safer, more secure, and sustainable world. Our passion for discovery is rooted in our DNA, and we thrive on seeking and sharing the truth. We take pride in knowing that our work has a meaningful impact on society, and our culture is built on integrity, collaboration, inclusion, and excellence.

    At the forefront of technological innovation, we continually challenge ourselves to find new ways to foster creativity and positive change. If you're motivated by making a difference, this could be the perfect opportunity for you.

    Responsibilities:

    1. Develops and maintains relationships with designated customer accounts.

    2. Manages customer relationships by coordinating leads and all customer service processes for customer accounts.

    3. Assists in creating escalation criteria for customer service positions.

    4. Monitors customer feedback, usage patterns, and transaction data.

    5. Leads a team of customer service staff.

    6. Negotiates resolution of sensitive administrative or review issues for designated customer accounts.

    7. Serves as escalation desk for complex customer issues.

    8. Uses the Customer Relationship Management System (CRM) to manage customer leads, classify and segment customers, enter new customer information into databases, and manage customer opportunities, such as new sales and determining if leads should be pursued.

    9. Determines the scope of projects for customers, including identifying related cross-sell opportunities.

    Qualifications:

    1. Higher Secondary Education (High school diploma) or equivalent

    2. University degree preferred, plus three years of experience in customer service and/or account development roles.

    3. Strong English and Spanish skills.

    4. Other languages, such as Brazilian Portuguese, a plus.

    5. Demonstrated ability to respond appropriately to customer needs.

    6. Demonstrated ability to successfully multi-task.

    7. Demonstrated ability to work effectively with a diverse team.


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