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Gerente de Serviços I

Lapa, SP 05077, Brazil

Jobs Client Service

Job reference #6170_8627749

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

POSITION SUMMARY:

Ensure the degree of customer satisfaction and retention with respect to contracted services, acting as a communication channel between the client and the company.

RESPONSIBILITIES:

  • Conduct more complex negotiations on various parameters such as: level of satisfaction with the service, projects, etc., in domestic and foreign context; Integrate customer needs mapping, what may cause information relating to possible gaps between contractors and performed services.
  • Ensure the implementation of customized solutions to customers from specific identified needs.
  • Acting in resolving more complex issues inherent to contracts.
  • Develop initiatives aimed at increasing the customer satisfaction level and define scope for improvement projects for solutions.
  • Identify the biggest offenders to manage action plans implemented by specialized areas, through existing tools (indicator CSI, NPS, operational), ensuring integration, quality and within the value chain; Intermediate operational issues internally (alignment between areas responsible for solving the problem)
  • Monitor SLAs contracted by checking the array of
  • Managing scales, operational processes, exceptions and operational risks.
  • Carry out visits to customers and local and international interactions as necessary.
  • Manage customer contacts outside the standard service model.
  • Develop and manage service retention plan; Negotiate budget for operational exceptions.
 
QUALIFICATIONS REQUIRED:
 
  • Education: College graduates in Business Administration, Engineering, Information Technology or related fields.
  • Minimum experience in the area: 7 years
  • Specific Knowledge: Knowledge of the market / product information, fluent English, communication, persuasion techniques, processes and projects.
  • Skills: Pro-activity, strategic vision, flexibility, schedule management, situational leadership, interpersonal relationships, conflict management, arguments and questions, communication skills, negotiation skills, customer focus, focus on results.


Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

ID #5109 Location Lapa, SP 05077, Brazil Industry Client Service Type Full Time Role Gerente de Serviços I Career Level Presence Office

Required Skills

Here’s an overview qualifications you need for this job.

Communication
Organizational
Job Related
2 Languages
(Native)

Salary & Benefits

Here’s what you get.

Full Time /Month
Benefits

Company Information

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