Customer Experience

hace 1 semana

Lima, Perú OMODA & JAECOO Perú A tiempo completo

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.

Location:
Lima, Peru

Work Modality:
On-site (100% presencial)

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 is required, 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.

Main responsabilities:

  • 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.

Key Responsibilities

1. Customer Experience Leadership

  • 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.

2. Operational Management & Service Quality

  • Supervise daily call center performance to guarantee adherence to service level agreements (SLAs).
  • Monitor KPIs including customer satisfaction (CSAT), first-contact resolution (FCR), net promoter score (NPS), average handling time (AHT), and quality scores.
  • 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.

3. Reporting & Continuous Improvement

  • Prepare and present performance dashboards with actionable insights and CX improvement proposals.
  • Track VOC metrics and escalate systemic issues to management with data-driven recommendations.
  • Participate in cross-departmental CX committees to align on improvement projects.

5. Compliance & Confidentiality

  • 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.

If you meet the profile and ready to make an impact, please send your CV (English version) to:

/ Sub: CC & CE Supervisor

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