Service Leader

Responsibilities

• Lead service operations to ensure a personalized and unique customer experience in the lounge.
• Deploy and enforce service protocols and standards for all direct customer interactions.
• Manage customer needs and follow up on service cases (PQRS) to mitigate experience gaps through active listening.
• Oversee human capital and operational aspects of the service assistant team, focusing on performance and development.
• Analyze customer feedback and market studies to propose and implement actions that improve profitability and experience.
• Monitor key performance indicators including First Contact Resolution (FCR), Customer Effort Score (CES), and Net Emotional Value (NEV).
• Supervise administrative systems, equipment usage, and facility standards.

Requirements

• Proven experience in customer service management and operational leadership.
• Strong ability in team leadership and managing personnel performance.
• Expertise in KPI analysis and data-driven decision-making.
• Skilled in conflict resolution and handling customer complaints (PQRS).
• Ability to manage operational processes such as service openings and system validations.

About the Company

Logrand is a dynamic organization where fun and professional development go hand in hand. We focus on creating a positive work environment that promotes collaboration, personalized training through the Universidad Logrand, and professional growth through clear career paths. We value cultural diversity and are committed to making a positive social and environmental impact in our communities.