Customer Experience

hace 1 semana

Lima Metropolitana, Perú OMODA & JAECOO Perú A tiempo completo

Customer Experience & Call Center Supervisor 1 day ago Be among the first 25 applicants Direct message the job poster from OMODA & JAECOO Perú OMODA | JAECCO Peru, part of the Chery Group, is seeking a Customer Experience & Call Center Supervisor to lead customer service operations and ensure a consistent, high-quality experience across all customer touchpoints. Professional Requirements - Bachelor’s degree in Business Administration, Communications, or related field. - A minimum of 3 years of experience supervising customer service teams or call centers, preferably in the automotive industry. - Customer‑centric mindset and proven experience with CX metrics such as NPS, CSAT, FCR, QA scores. - Strong knowledge of CRM and contact center technologies (Zendesk, Salesforce, Genesys, etc.). - Excellent communication, leadership, and problem‑solving skills. - Must have a high level of spoken English. Responsibilities - Lead, coach, and develop a team of call center agents. - Act as a liaison between customers and internal departments to resolve inquiries efficiently. - Handle escalated cases with empathy and effective problem‑solving. - Monitor key KPIs: CSAT, FCR, NPS, AHT, Quality Scores. - Ensure daily operational performance and SLA compliance. - Analyze customer feedback and trends to identify improvement opportunities. - Prepare performance reports and dashboards. - Collaborate with After‑Sales, Marketing, and CRM teams to strengthen CX initiatives. - Ensure compliance with internal policies and data privacy standards. - Champion a customer‑first mindset across all call center operations. - Analyze customer feedback, complaint trends, and satisfaction surveys to identify service gaps and improvement opportunities. - Collaborate with After‑Sales, Marketing, and CRM teams to ensure consistent and proactive communication with customers. - Ensure that scripts, tone, and procedures reflect the brand’s personality and CX standards. - Manage escalated customer cases with empathy, transparency, and sustainable resolutions. - Supervise daily call center performance to guarantee adherence to service level agreements (SLAs). - Implement process improvements to reduce wait times and enhance overall service experience. - Coordinate with IT and CRM teams to ensure optimal system performance and data accuracy. - Prepare and present performance dashboards with actionable insights and CX improvement proposals. - Track VOC metrics and elevate systemic issues to management with data‑driven recommendations. - Participate in cross‑departmental CX committees to align on improvement projects. - Ensure compliance with internal policies, brand standards, and data privacy regulations. - Safeguard all customer and company information according to confidentiality standards. - Support audits and provide documentation for quality and compliance reviews. Seniority level Mid‑Senior level Employment type Full‑time Job function Customer Service, Quality Assurance, and Sales Industries Motor Vehicle Manufacturing Referrals increase your chances of interviewing at OMODA & JAECOO Perú by 2x Get notified about new Customer Service Supervisor jobs in Lima, Peru. #J-18808-Ljbffr

  • Customer Experience

    hace 1 semana

    Lima Metropolitana, Perú OMODA & JAECOO Perú A tiempo completo

    A prominent automotive company in Lima is seeking a Customer Experience & Call Center Supervisor to lead customer service operations. The role includes monitoring KPIs, coaching the team, and enhancing customer experience across all touchpoints. Candidates should possess a Bachelor's degree, a customer-centric mindset, and at least 3 years of experience in a...

  • Customer Experience

    hace 1 semana

    Lima, Perú OMODA & JAECOO Perú A tiempo completo

    OMODA|JAECCO Peru, part of the Chery Group, is seeking aCustomer Experience & Call Center Supervisorto lead customer service operations and ensure a consistent, high-quality experience across all customer touchpoints.Location:Lima, PeruWork Modality:On-site (100% presencial)Professional requirements:Bachelor's degree in Business Administration,...

  • Customer Experience

    hace 1 semana

    Lima Metropolitana, Perú OMODA & JAECOO Perú A tiempo completo

    A leading automotive company in Lima is seeking a Customer Experience & Call Center Supervisor to oversee customer service operations. The ideal candidate will have at least 3 years of experience supervising customer service teams, a strong customer-centric mindset, and familiarity with key metrics such as NPS and CSAT. The position requires excellent...

  • Customer Experience

    hace 1 día

    Lima Metropolitana, Perú OMODA & JAECOO Perú A tiempo completo

    Customer Experience & Call Center Supervisor OMODA | JAECOO Peru, part of the Chery Group, is seeking a Customer Experience & Call Center Supervisor to lead customer service operations and ensure a consistent, high-quality experience across all customer touchpoints. Professional Requirements - Bachelor’s degree in Business Administration, Communications,...

  • Global Head of Customer Success

    hace 3 semanas

    Lima Metropolitana, Perú Pro Coffee Gear A tiempo completo

    A fast-growing e-commerce company is seeking a Head of Customer Success to lead their global customer experience function. This remote role involves defining customer success strategies, managing a high-performing team, and overseeing operations across various sales channels. With a focus on customer satisfaction, the ideal candidate will have significant...

  • Customer Experience Consultant

    hace 2 días

    PELIM - Lima - Torre Navarrete, Perú Maersk A tiempo completo

    Job TitleCustomer Experience Consultant – SCM Purpose of the RoleEnsure an exceptional customer experience by managing end-to-end SCM processes, resolving issues proactively, and driving continuous improvement in the supply chain. Key ResponsibilitiesAct as the primary point of contact for assigned customers, ensuring smooth execution of shipments.Manage...

  • Ejecutivo Customer Experience

    hace 3 días

    Lima, Perú Edenred A tiempo completo

    Buscamos a nuestro próximoEjecutivo Customer Experiencie– Perú¿Eres una persona proactiva, con experiencia en atención al cliente y con ganas de aprender en un entorno dinámico y global? ¿Te motiva desarrollar tus habilidades en una empresa con foco en la innovación, el bienestar y el desarrollo profesional?En Edenred Perú, estamos en búsqueda de...

  • customer experience analyst

    hace 7 días

    Lima, Perú Evaluar A tiempo completo

    Customer Experience AnalystEn nuestra subsidiaria Inteligo Perú Holdings estamos en la búsqueda de un/a Customer Experience Analyst para la Gerencia de Experiencia al Cliente.ObjetivoDiseñar y construir data, métricas y analítica necesaria para entender el comportamiento yexperiencia digital y omnicanal de nuestros clientes, a través de reportes,...

  • Customer Experience Team Leader

    hace 2 semanas

    Peru, Lima, Lima, A.P. Moller - Maersk A tiempo completo

    At Maersk, we're transforming global logistics — connecting and simplifying supply chains to help our customers move goods anywhere, seamlessly and sustainably. With over a century of innovation and leadership in trade and logistics, we continue to pioneer integrated solutions that enable smarter, faster, and more resilient supply chains.Purpose of the...

  • Reefer Customer Experience Consultants

    hace 3 días

    Lima, Perú A.P. Moller - Maersk A tiempo completo

    We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers' supply chain. We count on our people to make it happen. We're taking a big step on this journey: building one global organization. Carrying out a vital mission: support our employees, so they can best support our customers.The...