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:
- Define processes, workflows, and KPIs for the new department.
- 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.
- Create a centralized knowledge base, integrated with AI for real-time updates on inventory and order history.
Team Leadership and Training:
- Recruit and train a customer service team, fostering a culture of empathy, efficiency, and proactive problem-solving.
- Train the team on AI tools (e.g., automated triage, sentiment analysis, personalized responses).
Cross-Department Collaboration:
- Work with Sales, Logistics, and IT teams to ensure access to critical data (e.g., inventory, customer history) and agile responses.
- Implement continuous feedback systems to align service with customer and company needs.
Innovation with AI:
- 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