Tecnimede is an innovative and growing company committed to excellence in customer relationships. We are now taking a decisive step: creating a dedicated, modern Customer Service Department, leveraging cutting-edge technologies to deliver fast, personalized, and high-quality service.
Key Responsibilities
Structure the Customer Service Department:
1. Define processes, workflows, and KPIs for the new department.
2. Select and implement technological tools (e.g., generative AI platforms, chatbots, SAP Service Cloud, Zendesk, Freshdesk) to detect frustration in emails/calls and prioritize responses.
3. Create a centralized knowledge base, integrated with AI for real-time updates on inventory and order history.
Team Leadership and Training:
1. Recruit and train a customer service team, fostering a culture of empathy, efficiency, and proactive problem-solving.
2. Train the team on AI tools (e.g., automated triage, sentiment analysis, personalized responses).
Cross-Department Collaboration:
1. Work with Sales, Logistics, and IT teams to ensure access to critical data (e.g., inventory, customer history) and agile responses.
2. Implement continuous feedback systems to align service with customer and company needs.
Innovation with AI:
1. Explore advanced use cases, such as:
• Chatbots for 24/7 support.
• Sentiment analysis to prioritize critical interactions.
• Automated responses with a human touch (e.g., AI-generated personalized emails).
Ideal Profile:
• Experience in creating or reorganizing Customer Service departments, preferably in digital environments.
• Knowledge of automation tools (e.g., SAP, generative chatbots, CRM) and service metrics (CSAT, NPS).
• Inspirational leadership with the ability to motivate teams during implementation phases.
• Strategic and analytical mindset, focused on results and continuous improvement.
• Excellent communication skills and resilience to tackle