Customer Service Team Lead

TTI Latin America is in search of our next Customer Service Team Lead. This role is accountable to guarantee that remote Customer Service Team performs their functions in manner, time, with high quality, efficiently and effectively to allow the ISR team to meet/exceed budget goals (Sales/GP%). Maintain total customer satisfaction through excellent service with inputs from the Manager.

What our Customer Service Team Lead do:

• Effectively supervise and ensure the optimal operation of the Customer Service team members by holding them responsible for meeting management initiatives, expectations, discipline policies, provide ongoing instructions and implementing processes and procedures.
• Ability to lead, provide training and oversee day-to-day Customer Service team performance and workflow to guarantee exceeding the continuously evolving service expectations of the customer base, thereby enhancing the overall TTI customer experience.
• Participate in the hiring process for new team members. Conduct training, orient, onboard new hires, ensure timely and form completion of Training.
• Responsible for identifying areas to improve within the team, work with management to implement necessary actions to enhance such areas and to keep records of the different skill levels.
• Verifies that the needs of Sales team and Customers are being met by soliciting feedback regularly, this way ensuring that the team is meeting performance expectations.
• Continuously monitors the morale, healthy work environment, job satisfaction and assist the management team in keeping the team motivated, challenged and ensure employee retention; responsible for advising the management team of any possible issues that could affect our operation.
• Provides support to team members by resolving conflict, managing stressors in the workplace, and advocating for team members when needed; conducts regular 1:1 with all the team members and listens to feedback.
• Escalation Management, Root Cause Analysis and attendance management.
• Manages teams with integrity, ethical business practices and in accordance with TTI policies and procedures.

What we look for:

• Bachelor’s degree business related preferred.
• Must have experience in customer service, four or more years working in electronics distribution with exposure to the operational function and experience of 3 years managing personnel that reports directly.
• Proven literacy in using application software such as Microsoft Office including Outlook, Word with an emphasis on Excel.
• Strong analytical and problem-solving skills which requires creative thinking.
• Exhibits strong interpersonal/teamwork skills in order to build effective working relationships.
• Possesses a strong customer service orientation in order to respond needs in a timely manner.
• Organized with good time management skills including multi-tasking and ability to reprioritize at a moment’s notice.
• Interacts effectively with department managers, individuals and groups inside and outside the organization.

What we offer our team members:

• 8% Savings fund
• 30 days Christmas bonus
• $2,000 MXN monthly in food coupons
• Major Medical Insurance coverage for employee and family
• Life Insurance coverage for employee
• Great culture and opportunities for growth and advancement.

TTI, Inc. is an Equal Opportunity Employer committed to providing equal opportunities to all employees and applicants for employment without regard to race, color, sex (including pregnancy), sexual orientation, gender identity, age, national origin, religion, physical or mental disability, veterans’ status, genetic information, or any other characteristic protected by law.