Customer Service Team Lead

Location: Delegación Cuajimalpa de Morelos

About Immunotec    We are a global wellness company dedicated to transforming lives through science and community. At Immunotec, we seek passionate, creative, and forward-thinking individuals who want to be part of a dynamic and evolving team.

Rol Objectives
The   Customer Service Team Lead   role  is key to leading a team of customer service agents. Works closely with our agents, Admin and Supervisors to ensure all processes are aligned with Customer Satisfaction, ensuring quality, response time, and optimizing search and user experience. This role requires leadership skills, effective communication abilities, and experience managing teams, with a deep understanding of Customer Service best practices.

Essential Responsibilities

Execute all processes required in the Customer Service area.
Provide continuous training and constructive feedback to improve team members' skills and ensure they deliver outstanding service.
Track individual and team performance, analyze KPIs (Key Performance Indicators), and take necessary actions to improve performance when required.
Act as a point of reference for resolving complex or challenging cases that cannot be resolved on the first contact.
Generate and present regular reports on team performance, including key metrics such as response times, first contact resolution, and customer satisfaction.
Manage high-quality responses for all requirements in our different communication channels – corporate cellphone, sales department assistance, event support, Whats App support to the Hispanic leaders.
Provide support to our agent requests (Zendesk tickets and Teams channel support).

Experience, competencies and aptitudes

3+ years of experience in Customer Service.
Strong writing and conversational skills in Spanish, English and French
Ability to manage multiple tasks simultaneously and work under pressure.

Experience with CRM systems (Zendesk, Exigo, etc.).
Basic experience with Office platforms (Excel, Word, Power Point).
Leadership abilities and the capacity to motivate and develop team members.
Excellent communication, interpersonal, and presentation skills.
Ability to work independently and as part of a team.
Location :
Mexico City

Accountability

Create weekly/monthly reports.
Work professionally with our Canadian Consultants, Supervisors from different markets.
Generate distribution of tickets and tasks.
Responsible to response to our Canadian clients through email and Zendesk talk.
Development of reports to the Supervisor and Manager.