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, 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 día

    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 ANALYST

    hace 5 días

    Lima Metropolitana, Perú Evaluar.com A tiempo completo

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

  • CUSTOMER EXPERIENCE ANALYST

    hace 5 días

    Lima Metropolitana, Perú Evaluar.com A tiempo completo

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

  • Customer Experience

    hace 1 semana

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

    A global leader in logistics services is seeking a Customer Experience Consultant in Lima to optimize customer service and maximize sales opportunities. The role involves managing the end-to-end shipment lifecycle and ensuring customer satisfaction. Ideal candidates will possess industry knowledge, strong communication skills, and the ability to work under...

  • Customer Experience Specialist

    hace 5 días

    Lima, Perú BRIYA PERU SAC A tiempo completo

    We are looking for a Customer Relations Specialist **Key Responsibilities**: - Answer incoming phone calls and provide the best feedback to the customer - Communicates with customers through various channels - Acknowledges and resolves customer complaints or confusion - Keeps record of customer interactions, comments, and complaints - Monitors and...

  • customer experience specialist

    hace 7 días

    Lima, Perú ZARA SA A tiempo completo

    Customer Experience Specialist - LimaBuscamos un Customer Experience Specialist en Lima para planificar, coordinar y ejecutar el proceso de implementación de clientes nuevos, así como la asesoría en gestión de talento humano a clientes actuales para convertir a en un socio estratégico de todos los profesionales en Talento Humano en LATAM.Principales...

  • Global Logistics Customer Experience Consultant

    hace 1 semana

    Lima Metropolitana, Perú Damco Spain SL A tiempo completo

    A global logistics company is looking for a Customer Experience Consultant in Lima, Peru. In this role, you will build strong relationships with customers, ensuring their satisfaction while effectively managing the entire shipment lifecycle. Your responsibilities will include onboarding customers, tracking shipments, and identifying upselling opportunities....

  • 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 Agent

    hace 1 semana

    Lima, Perú CurvGroup LLC A tiempo completo

    **Customer Experience Agent** We design, manufacture, and distribute innovative products around the world. As we continue to grow and evolve, our mission remains to bring new, useful, and cutting-edge products to our direct customers and retail partners. Company with Headquarters in Miami and Chicago, USA. We are looking for motivated and hardworking...