Gestor de servicios y atencion al cliente

Job Description: Administrative manager

Academic Background

• Technical or Professional degree in relevant fields.

Experience

• Operational and/or administrative work experience in service sectors.

Specific Knowledge

• Proficiency in English and Spanish.

• Basic proficiency in Microsoft Word and Excel.

• Experience managing emails and technological tools/applications.

• Strong interpersonal relationship management skills.

Required Skills and Abilities

• Operational management and coordination capabilities.

• Numerical aptitude for performing required calculations and averages.

• Ability to work collaboratively and foster harmonious interpersonal relationships.

• Initiative and problem-solving skills under pressure.

• Emotional stability in professional interactions.

• Proactive in suggesting and implementing work improvements.

• Sound judgment in escalating issues with viable and effective solutions.

• Commitment to organizational mission.

• Service-oriented mindset.

• Information confidentiality.

Key Responsibilities

Service Execution

• Service Request Management: Receive and record client service requests, evaluating their nature (logistics or sales) and efficiently coordinating the logistics to meet client needs.

• Service Scheduling: Collaborate with execution teams and properties to set appropriate dates and times for requested services, ensuring effective planning and timely execution.

• Service Assignment: Assign services to the appropriate execution teams, considering their capabilities and availability to ensure fair and efficient task distribution.

• Capacity Expansion: Assess current capacity to meet service demand and, if necessary, coordinate the addition of external resources or personnel to maintain client satisfaction.

• Immediate Additional Service Management: Respond to and manage additional service requests from execution teams during task execution, ensuring immediate and efficient adaptation to evolving needs.

• Incident Management: Supervise, record, and communicate relevant service process developments to involved parties, maintaining timely and clear communication for effective resolution.

• Shift Handover: Conclude work shifts by providing detailed information on service progress, pending tasks, and noteworthy developments to ensure seamless transition between shifts.

• Warranty Management: Coordinate and address client warranty claims, providing prompt and effective responses to maintain client satisfaction.

• Administrative Management: Maintain and oversee internal and external communication channels, ensuring efficient information flow across departments, execution teams, and clients, including managing emails, messaging systems, and collaboration platforms.

• The position involves a lot of communication with clients in English via phone, text, and email.