Hello Crabi candidate

The CX Hero Coordinator oversees all customer touchpoints: acquisition, retention, support and delivering an incredible experience. This role establishes priorities for the team to champion a superior level of customer service that will delight our crabelers and aim to exceed expectations in the KPIs.

The mission:  

In this role, you will be responsible for identifying skills to be developed in each business unit to achieve outstanding results, always looking for different strategies that will drive excellence in our performance and improve our quality. Your core KPI´s Growth, Conversion Rate, Retention Rate, SLAs, Leads Assignation & Team adherence.

What you’ll achieve

  • Led a team of customer experience partners and established priorities to meet operational goals and highest-level customer service. 
  • Oversees performance metrics and achievement of customer service standards.
  • Develop people through effective performance management and ongoing feedback, focusing on quality, values, and high standards. 
  • Promote a growth path, stretch assignments, grow and develop the team for capacity and growth, look at team performance and time management.
  • Cultivate a culture of excellence and compliance through training, communication, and continuous assessment.
  • Shape team's culture through action, presence, and reinforcement of behaviors by promoting crabi values and excellent customer service to the team,
  • Responsible for providing written and internal verbal communication and continuous feedback regarding issues and performance for partners.
  • Other duties as assigned such as supporting the operation and interacting directly with crabi customers 

Required

  • 3 to 5 years of experience in customer service, retention & acquisition
  • Two years of leadership experience to motivate, engage and encourage a team 
  • Strong interpersonal and communication skills.
  • Ability to provide insights, to solve complex challenges for our customers.
  • Excellent problem-solving skills, understanding the root causes of issues and resolving them.

Our goodies:

  • Food coupons
  • Free books 
  • Savings fund
  • Medical insurance
  • Life insurance
  • 15% on car Insurance

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