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Customer Service Supervisor – After-Sales
Localiza&Co. Supervise after-sales customer service operations, ensuring fast, effective, and personalized solutions throughout the customer journey and the statutory warranty period for purchased vehicles .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in supervising after-sales customer service operations, focusing on performance monitoring, quality assurance, and continuous improvement of service delivery. Proficient in managing operational KPIs and leveraging digital channels to enhance customer satisfaction and streamline processes.
Highest-signal resume keywords
Customer Service Team LeadershipOperational KPI ManagementDigital Channel ImplementationRoot-Cause AnalysisPerformance Monitoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI ManagementQuality AssuranceData AnalysisContinuous Improvement MethodologiesCustomer Feedback Analysis
Soft Skills
Clear CommunicationNegotiation SkillsCritical-Incident ManagementOrganizational SkillsProactive Approach
Tools & Technologies
Customer Service ToolsDigital ChannelsAutomationChatbots
Industry Keywords
After-Sales OperationsCustomer JourneyService-Level AgreementsEmployee EngagementPerformance Review
About the role
Key responsibilities & impact- Supervise after-sales customer service operations, ensuring fast, effective, and personalized solutions throughout the customer journey and the statutory warranty period for purchased vehicles
- Oversee the team, service channels, and operational KPIs
- Monitor queues, volumes, and channels in real time, ensuring smooth operations, quality, productivity, and compliance with processes, policies, and service-level agreements
- Monitor service level, average handling and resolution times, first-contact resolution, repeat contacts, customer satisfaction, NPS, complaints, and deadline compliance
- Execute action plans to address performance deviations
- Manage critical cases and escalations, driving effective solutions and clear communication with customers
- Lead, develop, and engage the team through performance monitoring, quality monitoring, feedback, training, and employee engagement initiatives
- Support workforce planning and team scheduling based on demand, seasonality, channels, and priorities
- Support the implementation and continuous improvement of digital channels, self-service, automation, chatbots, and new tools
- Identify opportunities for digitalization and support testing, adjustments, and the transition to new service models
- Identify friction points in the after-sales customer journey and propose improvements
- Analyze customer contacts and complaints, identify root causes, and recommend adjustments to processes, systems, communications, and policies
- Collaborate with Operations, Quality, Product, Technology, Legal, and other departments
- Report results, risks, lessons learned, and action plans to management and in performance review forums
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Service Management, Engineering, Communications, or a related field
- Experience leading or supervising customer service teams, preferably in after-sales operations
- Hands-on experience managing operational KPIs, targets, quality, and productivity
- Familiarity with digital channels, automation, and customer service tools, as well as an interest in innovation and digital transformation
- Knowledge of root-cause analysis and continuous improvement methodologies
- Analytical ability to turn data and customer feedback into actionable initiatives
- Clear communication, negotiation, and critical-incident management skills
- Collaborative, organized, proactive, and customer- and results-oriented profile
Benefits
Comp & perks- Profit-Sharing Program
- Meal Voucher
- Food Voucher
- Health Insurance
- Dental Insurance
- Gympass
- Private Pension Plan
- Transportation Voucher
- Allya benefits platform
- Unlimited access to a variety of courses at our Localiza University
- Internal training and development programs
- Discounts on vehicle purchases and rentals