Supervisor Technical Support

MX-Colonia Granjas Mexico
Job ID
37435
Function
Customer Support

Overview

Zebra helps enterprises become as smart and connected as the world we live in. Our approximately 6,500 employees in 40+ countries support visionary solutions including hardware, software and services – giving organizations the competitive edge they need to simplify operations, know more about their businesses and customers, and empower their mobile workers to succeed in today’s data-centric world.

General responsibility is to supervise team of Customer Service Representatives (CSR) and their daily tasks. To manage issues escalated from CSR’s and Lead CSRs ( maintain an accurate on-line record of all issues, provide a single point of contact and escalation for problems, confer with other specialists, departments or management as necessary to resolve issues. Another Supervisor's responsibility is to develop team performance by coaching, encouraging, monitoring and identifying areas for improvement within the team and ensure all SLA’s are met. Team management and duties connected to direct reports responsibilities.

 

Responsibilities

  • Provide support to CSR’s and Lead CSRs in relation to the operation and escalation of all customer service related activity in a responsible and professional manner. 
  • Lead and participate on projects. 
  • Identify areas for improvement with individuals, systems or processes, work to improve these areas and/or highlight issues to management. 
  • Evaluate issues escalated from CSR’s and Lead CSRs, determine Customer needs and handle or escalate accordingly. 
  • Stay informed of all policies, procedures, and service offerings that affect both our internal and external customers. 
  • Promote a positive image of product, technical skills and company commitment to provide quality service. 
  • Maintain daily operation (work distribution, shift planning, etc.) to ensure targets and SLAs are met  • Take an active part in interviewing and hiring of new CSRs. 
  • Cooperate closely with other Lead CSRs to ensure integrity and unified processes within the team.  
  • Performance management, personal development, coaching & mentoring of team members.  
  • Represent the department on process and strategy planning calls and meetings and customer or partner visits. 
  • Perform additional duties and responsibilities as assigned by Manager.

Qualifications

  • Bachelor’s Degree 
  • Preferred Work Experience (years): 5-8 years’ experience
  • Fluent level of English (written and verbal)
  • Aptitude for IT and computer systems (Intermediate level skills in Microsoft business applications including Word, Excel and Outlook) 
  • Customer service values / orientation
  • Advanced knowledge of the region and / product lines supported
  • Strong leadership skills coupled with a desire and ability for continuous learning / self-development
  • Role model level professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clearn and concise infromation, using propoer language and grammer)
  • Patient and understanding nature 
  • Able to work under pressure
  • Understanding of excellent customer service  

We offer:

  • Competitive financial recognition 
  • Life & medical Insurance
  • Food Coupons
  • Possibility to grow and develop 
  • Dynamic and multicultural working environment 
  • Teambuilding and social activities
  • and more... 

Working location is Mexico City, Del. Iztacalco. If you're interested in the position, please send us your CV in English. 

Thank you!

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